Executive Floor Manager - BPO & Call Center

About the role

PTCL Group, a technology company providing integrated ICT and cellular network services in Pakistan, is hiring an Executive Floor Manager. You will manage day-to-day BPO and call center operations, ensuring SLAs, KPIs and client expectations are met through workforce planning, resource utilization and performance monitoring.

Key responsibilities

• Oversee floor activities, staff adherence, service quality and client coordination, and address operational issues to reduce customer complaints and employee turnover.
• Conduct regular performance reviews, provide coaching and feedback, and run pre- and post-shift briefings.
• Ensure compliance with company policies and procedures and drive continuous improvement.
• Coordinate with internal departments and external BPO clients to resolve operational issues.
• Monitor agent productivity, quality standards and workplace discipline, and provide counselling to improve performance.
• Facilitate staff training on policies, procedures and areas for improvement, and resolve operational, administrative and IT issues promptly.

Required profile

• Minimum bachelor's degree.
• 1 to 2 years of BPO / call center operations, customer handling or relevant experience.

Required skills

• SLA and KPI management
• Data analysis and reporting
• Quality assurance and process improvement

What we offer

• Family-centric policies with 6 months of maternity leave and 30 days of paternity leave.
• A hybrid work model.