Customer Happiness Manager

About the role

Circles.Life is seeking a Customer Happiness Manager to lead end‑to‑end customer service operations across in‑house teams and BPO partners in Lahore. The role requires a collaborative mindset and a focus on operational excellence and innovation.

Key responsibilities

• Manage the full spectrum of Customer Happiness (CH) operations, acting as both Operations and Vendor Manager.
• Own daily, weekly and monthly performance delivery for partner teams, ensuring targets for CSAT, quality, SLA and efficiency are met.
• Track and improve key KPIs such as CSAT, AHT, FCR%, productivity, solve rate and NPS.
• Monitor attendance for in‑house and BPO agents, arranging backups for any absenteeism.
• Handle OG escalations (P1 and others) and create tickets for outage‑related customer interactions.
• Conduct regular performance reviews with partners and drive process improvements based on customer pain points.
• Participate in workforce planning, budgeting and ensure adherence to monthly budgets.
• Collaborate with cross‑functional teams (Product, Tech, Ops) to align on organisational objectives and implement efficiency‑focused processes.

Required profile

• 2‑4 years of operations management experience in a Customer Care, BPO or contact‑centre environment.
• Demonstrated knowledge of planning, forecasting, quality & training phases of operations.
• Good working knowledge of workforce management (WFM) processes.
• Strong analytical, critical‑thinking and decision‑making abilities; calm under pressure.
• Highly motivated self‑starter with excellent interpersonal and organisational skills.
• Willingness to work shifting and weekend schedules when required.
• Proficiency in Microsoft Office – Excel, Access and PowerPoint.

Required skills

• Excel
• Access
• PowerPoint

What we offer

• Exponential career growth and ownership in a hyper‑growth environment.
• Talent mobility through internal transfers, job shadowing and rotations.
• Talent development via learning sessions, manager training and L&D budget.
• Competitive total rewards package (salary + bonuses) and additional benefits such as mobile bill reimbursement and medical insurance.
• Commitment to diversity, inclusion and equal opportunity.