Executive Floor Manager - BPO Operations

PTCL.Official; Lahore; Hybrid; PKR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

6 months maternity leave

30 days paternity leave

Job summary

PTCL.Official is seeking a results-driven BPO Operations Manager to oversee daily floor activities and ensure consistent SLA/KPI achievement. You will coordinate with internal teams and clients to optimize resources, monitor performance, and drive continuous service improvements.

The role emphasizes coaching, process improvements, and adherence to quality standards in a hybrid work setting in Pakistan.

Qualifications

• Bachelor's degree required.
• Experience in BPO / call center operations or customer handling preferred.
• Proficient in data analysis and reporting.
• Experience in process improvement, quality assurance, and SLA/KPI management.

Responsibilities

• Oversee day-to-day BPO floor operations to meet and exceed SLAs and KPIs.
• Coordinate between internal teams and BPO clients to ensure smooth operations and reduce client complaints.
• Monitor staff performance via scorecards and coaching to drive continuous improvement.
• Provide timely feedback andCounselling based on performance metrics and customer feedback.
• Manage call center floor activities, including agent performance and workplace discipline.
• Lead regular trainings and briefings to strengthen policy adherence and service quality.

Skills

Data Analysis

Reporting

Process Improvement

Quality Assurance

SLA & KPI Management

Education

Bachelor's Degree

Job description

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability

PTCL Vision & Values:

With a clear vision to become the largest technology player driving the digital transformation of Pakistan, PTCL is guided by a set of our unified core values:

• Be Resilient
• Think Big,
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL

Be responsible for managing and overseeing day-to-day BPO floor operations to ensure consistent achievement of SLAs, KPIs, and client expectations. It focuses on optimizing resource utilization, maintaining high-quality service delivery, and driving continuous performance improvement through effective team supervision, coaching, and coordination with internal and external stakeholders.

Key Responsibilities:

• Ensure achievement of SLA and KPI targets across BPO operations through effective traffic, resource, and shift management, supported by regular performance reviews with management and clients.
• Serve as the central coordination point between internal stakeholders and BPO clients, ensuring effective client management and reduction in operational complaints.
• Monitor staff performance through mystery and HCM calls while optimizing occupancy, availability, adherence, quality standards, and employee retention.
• Provide timely coaching, feedback, and counselling based on customer feedback and performance scorecards to drive continuous improvement.
• Manage day-to-day call center and floor operations, including agent performance, workplace discipline, and timely resolution of administrative and IT-related issues.
• Enhance staff knowledge and performance through regular briefings, training, and continuous reinforcement of company policies, procedures, and identified improvement areas.

Qualification:

• Mininum Bachelor's Degree
• BPO / Call center operations or customer handling experience would be preferred.
• Data Analysis & Reporting
• Process Improvement
• Quality Assurance
• SLA & KPI Management

PTCL family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.