As an IT Operations & Network Lead Manager, you are the linchpin of an organization’s technological backbone, ensuring seamless and secure operations across all IT infrastructure and network systems. This pivotal role demands a blend of strategic foresight, hands-on technical expertise, and exceptional leadership skills to manage teams, optimize performance, and troubleshoot complex issues proactively. You are responsible for maintaining system uptime, enhancing network security, and implementing scalable solutions that support business growth, all while adhering to best practices and industry standards. It’s a dynamic position where your ability to anticipate challenges and drive technological excellence directly impacts an entire enterprise’s productivity and reliability.
1: IT Manager/Network Administrator
We are seeking a highly skilled and experienced IT Manager to lead our IT department. The IT Manager will be responsible for managing and overseeing the organization’s IT infrastructure, including hardware, software, networks, and security systems. The ideal candidate will have a strong technical background combined with excellent managerial abilities to effectively coordinate and optimize IT operations.
Responsibilities:
- IT Infrastructure Management: Oversee the organization’s entire IT infrastructure, including hardware, software, networks, and telecommunications systems.
- Team Leadership: Manage and lead a team of IT professionals, providing guidance, coaching, and mentorship to ensure high levels of performance and motivation.
- Strategic Planning: Develop and implement IT strategies and initiatives aligned with the organization’s goals and objectives.
- Budget Management: Manage the IT budget effectively, ensuring resources are allocated efficiently and cost-effectively.
- Security and Compliance: Implement and maintain robust security measures to protect the organization’s data, networks, and systems. Ensure compliance with relevant regulations and standards.
- Vendor Management: Oversee relationships with external vendors and service providers, ensuring contracts and agreements are managed effectively.
- Troubleshooting and Support: Provide expert-level support and troubleshooting for IT issues, ensuring minimal disruption to operations.
- Technology Evaluation: Stay current with advancements in technology and evaluate their potential benefits and risks for the organization.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree preferred.
- Proven experience as an IT Manager or similar role, with a track record of managing IT teams and projects effectively.
- In-depth knowledge of IT infrastructure and systems, including networks, servers, databases, and cybersecurity protocols.
- Strong leadership and managerial skills, with the ability to motivate and guide a diverse team of IT professionals.
- Excellent problem-solving and decision-making abilities.
- Solid understanding of budgeting and financial management in an IT context.
- Exceptional communication and interpersonal skills, with the ability to communicate technical concepts to non-technical stakeholders.
Benefits:
- Competitive salary and bonuses.
- Opportunities for professional development.
- Dynamic and collaborative work environment.
Job Type: Full-time
Pay: Rs100,000.00 – Rs110,000.00 per month
Education:
- Bachelor’s (Required)
Experience:
- IT infrastructure and systems: 5 years (Required)
- networks & servers: 5 years (Required)
- cybersecurity protocols: 5 years (Required)
Location:
- Lahore (Required)
Willingness to travel:
- 75% (Preferred)
2: CALL CENTER MANAGER
As a Call Center Manager, you are the driving force behind a crucial customer-facing operation, orchestrating a high-performing team to deliver exceptional service and achieve key performance indicators. This demanding yet rewarding role requires a strategic leader who can inspire, coach, and motivate agents, while also optimizing processes, managing resources, and leveraging technology to enhance efficiency and customer satisfaction. You are responsible for maintaining quality standards, resolving complex issues, and analyzing data to continuously improve the customer experience and operational effectiveness. It’s a dynamic position where your leadership directly shapes the voice and reputation of an organization.
KEY RESPONSIBILITIES:
- Oversee Team Members’ performance metrics with Departmental Directors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.
- Communicate client and company goals and metrics with Team Members to deliver a high level of customer service.
- Assist and participate in regular performance reviews and one‐on‐one meetings with Team Members to evaluate performance against KPI’s.
- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
- Review operational reports daily.
- Develop and implement action plans to address deficiencies.
- Provide regular feedback to Departmental Directors, Departmental Vice Presidents, and other members of the executive team regarding current operational performance.
- Ensure that all activities and initiatives meant to drive operational effectiveness are administered in a cost‐effective manner.
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Maintain professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; establishing personal networks and benchmarking state‐of‐the‐art practices.
- Ensure staff provides superior customer service to both internal and external customers.
- Responsible for the resolution of complex customer issues; resolves all escalations in a timely manner; uses independent judgment to determine appropriate ways to recover service failures.
- Answer and route calls, take messages, provide information, and direct calls to appropriate staff as necessary.
- Responsible for managing call volumes and ensuring that the queues are appropriately staffed and that call routes are maximized for efficiency.
- Assist in managing hours and scheduling for the Call Center team to ensure all shifts are covered; Call Center has a 8:00 a.m. to 10:30 p.m. Monday through Friday schedule.
- Understand strategic goals. Ensure that the team meets those sales, support, and cross-selling goals by developing programs for the Call Center team, monitoring results, making recommendations to management, and taking action as necessary.
- Monitor key performance indicators for each colleague and implement tangible plans to improve results.
- Assist in developing and maintaining departmental procedures as necessary to enhance staff training.
- With assistance from management, evaluate staff performance; provide coaching and oversees training and education of the staff; directly responsible for the development of staff, ensuring skill-sets evolve to accommodate the advancing needs and the demands of the business.
- Work closely with the management to ensure and evaluate and serve customers’ total needs (existing and potential customers).
- Train, coach, and hold staff accountable for all facets of product and service knowledge and delivery.
- exceeding cross-sale and referral expectations.
- Build and foster a healthy working environment based on teamwork.
- Provide consistent, weekly coaching to the team.
- Leverage telephone system and skill tracking documents to provide feedback to foster continuous improvement and enhance customer satisfaction.
- Perform other duties as required.
REQUIREMENTS AND TECHNICAL COMPETENCIES:
- Minimum 3 years experience in Call Center Operations Management role
- Bachelor’s Degree or higher preferred and/or relevant work experience equivalency
- High School diploma required, college experience preferred.
- In-depth and hands-on experience developing and managing customer-facing call center operations
- Proven ability to drive both employee performance and retention
- Proven ability to gather and analyze qualitative and quantitative feedback and KPI data to assess program success
- Develop Team Members relations, negotiate, and hold Team Members accountable to KPI’s to improve customer and client experience
- Project management – Ability to manage teams to achieve organizational objectives
- Influencing and negotiation skills – Collaborate with cross-functional teams to influence program development, design, and execution based on program metrics and analysis
- Ability to analyze processes and develop valid solutions to resolve issues at hand
- Ability to address concerns in a consistent and fair manner across multiple programs
- Ability to maintain the highest level of confidentiality
- Excellent judgment, reasoning, and problem-solving skills
- Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases.
- Ability to influence outcomes and juggle multiple priorities in a fast-paced environment
- Experience in team management and talent development
- Excellent judgment and conflict resolution skills
- Ability to make independent decisions in a changing environment and anticipate future needs
- Energetic, flexible, collaborative, and proactive
- Exceptional written, oral, and interpersonal skills
WORK ENVIRONMENT and PHYSICAL DEMANDS:
· This job operates in a professional office environment and is typical of a call center and distribution operation.
- · Will have access to confidential information and required to abide by company privacy policies and regulations concerning this information.
- · This role routinely uses standard general office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, and various computer software programs.
- · Required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery.
- · Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- · Must regularly be able to operate a mouse, keyboard, telephone, and any other computer-related equipment
- · Must have vision abilities to operate computer and phone system
· Employee must have the ability to complete product training which can include but is not limited to on-hands training
Job Type: Full-time
Job Type: Full-time
Pay: Rs150,000.00 – Rs200,000.00 per month
Application Question(s):
- Have you worked with International Companies outside of Pakistan? If so which countries?
- How many years of call center experience do you have? How many individuals were you overseeing at the call center?
- Are you able to work in a very fast paced environment?
Education:
- Bachelor’s (Preferred)
Experience:
- CALL CENTER MANAGEMENT: 3 years (Preferred)
Language:
- ENGLISH FLUENTLY (Required)
Work Location: Remote
Apply Now
