Call Center Manager - Gulberg Islamabad

iGATE Technology

Islamabad, Islamabad Capital Territory, Pakistan permanent

Posted: February 10, 2026

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Quick Summary

Manage daily operations of a call center, overseeing staff performance and ensuring high-quality customer service delivery, with a focus on optimizing processes and scripts.

Required Skills

Leadership Communication Problem Solving Customer Service Team Management Performance Management Process Improvement Data Analysis

Job Description

We are seeking an experienced and results-driven Call Center Manager to oversee daily operations and ensure high-quality customer service delivery. The role involves managing staff performance, optimizing processes, and maintaining service standards that support organizational objectives.

Key Responsibilities

• Supervise and lead call center staff to meet performance targets
• Monitor call quality, productivity, and customer satisfaction metrics
• Develop schedules, training plans, and performance evaluations
• Implement and improve operational processes and scripts
• Handle escalated customer issues and resolve complaints
• Coordinate with other departments to align service delivery

Requirements:
Proven experience in call center supervision or management

Strong leadership and team management skills

Excellent communication and problem-solving abilities

Familiarity with call center software and reporting tools

Ability to analyze performance data and drive improvements

Benefits:
⛽ Fuel Allowance

🏥 Medical Insurance

🍽 Free Lunch Facility (In-house)

🏋‍♂️ GYM Passport (Panel Gym's Free of Cost)

💰 Participatory Fund

💲 Market Competitive Salary

💻 Learning & Challenging Work Environment

👨‍💻 Amazing Work Culture

🛫 Paid Time off

👨‍👩‍👧‍👦 Group Life Insurance

⏳ Maternity Leaves and many more

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