Operations Executive

Job Overview We are seeking an Operations Executive to support daily operations across multiple LOBs. The role involves monitoring agent performance, ensuring SLA compliance, and coordinating with internal teams to deliver consistent customer experience. Key Responsibilities Support day-to-day call center operations across assigned LOBs Monitor agent performance metrics such as AHT, SLA, QA, adherence, and occupancy Ensure adherence to process guidelines, scripts, and compliance standards Coordinate with Team Leaders, Quality, WFM, and Training teams to meet operational targets Handle first-level escalations and ensure timely resolution Prepare and maintain daily, weekly, and monthly MIS and performance reports Support shift management, roster adherence, and real-time operations Assist in new LOB launches, transitions, and ramp-ups Ensure data security and confidentiality as per client and company policies Skills & Competencies Strong communication and interpersonal skills Good understanding of call center KPIs and metrics Ability to multitask in a high-volume, fast-paced environment Strong coordination and problem-solving skills Proficiency in MS Excel and basic reporting tools Willingness to work in rotational shifts Qualifications Graduate in any discipline Prior experience in call center / BPO operations preferred Freshers with call center exposure or strong aptitude may apply What We Offer Market-competitive salary Career growth opportunities Learning & development programs On-the-job training Medical coverage (IPD) Life insurance Paid leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement) Provident Fund Employee Old Age Benefits (EOBI) Employee engagement & wellness initiatives Location: NASTP, Cantt, Lahore. Shift: EST (Night Shift)