We are looking for an experienced and dynamic Assistant Manager – Operations to join our growing team in Islamabad. This is an exciting opportunity to take a key role in managing BPO projects, driving team performance, and ensuring outstanding service delivery to our clients.

• Oversee day-to-day operations of one or more BPO projects (inbound/outbound/customer service/back-office).

• Monitor team performance to ensure KPIs, SLAs, and quality targets are consistently met.

• Conduct daily team huddles, coaching sessions, and performance reviews to foster a high-performing culture.

• Collaborate closely with QA and Training teams to identify skill gaps and deliver targeted improvement plans.

• Analyze performance data and prepare detailed reports with actionable insights for senior management.

• Handle client escalations with professionalism and ensure timely resolution.

• Drive process improvements to enhance operational efficiency and customer satisfaction.

• Ensure compliance with company policies, regulatory standards, and industry best practices.

• Support workforce planning, including scheduling, resource allocation, and attendance tracking.

• Bachelor's degree in Business Administration, Management, or a related field.

• 3–5 years of experience in BPO operations, including 1–2 years in a supervisory or assistant managerial role.

• Strong grasp of BPO workflows, KPIs, and quality assurance standards.

• Excellent leadership, communication, and interpersonal skills.

• Ability to thrive in a fast-paced, dynamic environment and manage competing priorities.

• Proficiency in MS Office, CRM systems, and performance monitoring dashboards.

At Abacus, you'll be part of a forward-thinking organization that values innovation, collaboration, and professional growth. This role offers a platform to lead impactful projects and make a real difference in operational success.