General Manager

About the job

About the Role

We are seeking a seasoned General Manager of Operations to lead our high-volume BPO delivery center in Karachi. You will provide strategic oversight for customer-centric operations, ensuring scalability and compliance.

Key Responsibilities

• Deliver strategic leadership for US-facing BPO operations, including customer support and technical processes.
• Lead, mentor, and develop a team of 100+ employees, fostering high performance, retention, and career growth.
• Optimize operational efficiency, quality assurance, and cost controls while meeting stringent SLAs and KPIs.
• Design and enforce policies, procedures, and training programs aligned with industry standards and data security requirements.
• Monitor performance metrics and report insights, risks, and recommendations to senior leadership.
• Collaborate with US stakeholders to innovate processes and scale operations amid growth demands.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field (MBA preferred).
• Minimum 5 years as Head of Operations in a US-based BPO.
• Proven success managing teams of 100+ in high-volume, shift-based (night shift) environments.
• Expertise in BPO metrics, process improvement, workforce management tools, and client relationship dynamics.
• Strong leadership, analytical, and communication skills; ability to thrive in fast-paced, results-driven settings.
• Availability for full-time onsite night shift work in Karachi.