About the role
Abacus has delivered business solutions for nearly 35 years, with a strong emphasis on industry-specific solutions and technology-driven delivery. This on-site role at our Islamabad center puts you in charge of a team of 100 BPO professionals.
You will set performance expectations, keep delivery aligned with SLAs and KPIs, work closely with clients on their objectives, and drive process improvement and innovation across the operation.
What you’ll do
Lead, motivate and inspire a team of 100 BPO professionals, fostering a positive work environment and individual growth
Set performance expectations, give regular feedback, conduct performance evaluations and apply recognition and corrective action
Ensure effective resource planning, staffing and allocation to meet client needs and operational requirements
Develop and implement strategies, policies and procedures that optimise efficiency and quality, ensuring adherence to SLAs and KPIs
Monitor and analyse operational metrics, identify trends and implement improvements to productivity and customer satisfaction
Proactively address operational challenges, resolve customer escalations and ensure timely issue resolution
Work closely with clients to understand their requirements, objectives and expectations, and keep service delivery aligned with them
Hold regular client meetings, prepare performance reports and present insights and recommendations
Identify process improvement opportunities and implement best practices for efficiency, quality and cost-effectiveness
Foster a culture of innovation, continuous learning, knowledge sharing and collaboration within the team
Stay current with industry trends, emerging technologies and the competitive landscape
What we’re looking for
Bachelor’s degree
5+ years of post-education experience
Availability for rotational shifts
What we offer
Two days off every week (5-day working week)
EOBI
Medical and life insurance (IPD + OPD)
38 annual, casual and sick leaves
Performance-based annual increment
Ramadan bonus
Use the application form on this page - it is the only route we accept applications through. It goes straight to our recruitment team with the role reference (ABX-OPS-002) attached, which is what gets your CV in front of the right hiring manager the same day.
Every application gets a human response within five working days.