Call Center Operations Manager in Rawalpindi
A US-based insurance agency is looking for a highly experienced and skilled Call Center Operations Manager for its Bahria Town Phase 7, Rawalpindi office.
This role is made for someone who can lead our inbound and outbound Final Expense campaigns as well as seasonal Medicare operations.
If you have over 10 years of call center management experience and know the ins and outs of the US market, this position could be an amazing next step in your career. We want a leader who can manage the team and take the efficiency of our operations to the next level.
Job Summary
As Operations Manager, you'll be on-site at our Rawalpindi office, handling daily center affairs. It's your job to keep agents’ performance, attendance, and discipline in check.
You'll also work closely with US-based leadership to ensure the success of all campaigns. This is a demanding position and you’ll be expected to closely monitor compliance, QA scores, and revenue targets so we can deliver the best results in line with US insurance standards.
Key Responsibilities
Daily Operations: Monitor agents’ performance, attendance, and office discipline.
Performance Tracking: Continuously review calls, conversions, and QA scores to maintain quality.
Audits & Compliance: Audit calls and leads daily and weekly, and prevent any violations of US DNC rules.
Team Training: Train agents on scripts and hold coaching sessions to improve their skills.
Dialer Management: Run dialer systems like Vicidial or GoAutoDial effectively and solve technical issues.
Reporting: Keep records of key KPIs like contact rate, transfer rate, and revenue per lead, and report these to US leadership.
Experience & Qualifications
Experience: Minimum of 10 years of solid experience in BPO or call center operations (mandatory).
Domain Knowledge: Deep understanding of US Final Expense or Medicare campaigns.
Management Skills: Ability to lead a team of 10 to 30 agents and get the best work from them.
Compliance Expertise: Complete grasp of QA standards and US compliance laws.
Communication: Full command of spoken and written English for easy communication with foreign clients.
Availability: Willingness to work on-site at Bahria Town Phase 7, Rawalpindi.
Skills
- Expert in dialer systems (Vicidial/Five9).
- Advanced performance analytics and KPI tracking.
- Strong leadership and conflict resolution.
- Strategic campaign planning.
- Training and talent development.
Salary & Location
Salary: PKR 250,000 – 350,000 per month (with performance-based bonuses).
Location: Bahria Town Phase 7, Rawalpindi (On-site / In-person).
Job Details Table
| Category | Details |
| Seniority level | Management / Senior Level |
| Employment type | Full-time (On-site) |
| Job function | Operations & Team Management |
| Industries | Outsourcing / US Insurance Agency |
Apply Now
If you have 10 years of experience and are looking for a respected, high-paying job in Rawalpindi, apply now.
This is your chance to work directly with a US-based agency and grow into a senior leadership role. Send us your updated CV and become a key part of our team.
Conclusion
You don’t see high-level positions like this every day in Rawalpindi, especially with this kind of salary package and international exposure.
If you have true leadership spirit and can run US campaigns successfully, we’re excited to work with you. We hope your skills will make our operations even stronger. Best of luck!