Are you a skilled professional with leadership experience in customer service and call center management? The Punjab Information Technology Board (PITB) invites applications for the position of Call Center Floor Manager in Lahore. This contract role offers an excellent opportunity for candidates with a Bachelor’s or Master’s (Hons) degree and at least five years of relevant experience to lead and optimize call center operations.
Table of Contents
Job Overview
| Division | Lahore |
|---|---|
| District | Lahore |
| Industry | Information Technology |
| Total Positions | 1 |
| Employment Status | Contract |
| Role | Call Center Floor Manager |
| Last Date to Apply | 26-08-2025 |
Key Responsibilities
The Call Center Floor Manager will play a vital role in managing daily operations and improving team performance. Responsibilities include:
- Ensuring staff meet desired service levels and taking corrective action when necessary.
- Preparing detailed reports and analyzing call center data to optimize resource allocation and enhance customer satisfaction.
- Leading team meetings, coaching staff on processes, and setting clear expectations.
- Handling escalated calls and assisting representatives with difficult or irate clients.
- Monitoring call quality and providing continuous feedback and training.
This position demands strong leadership skills and a proactive approach to problem-solving.
Qualifications & Experience
Ideal candidates should have:
- A Master’s or Bachelor’s (Hons) degree with 16 years of education.
- At least five years of experience managing call center teams or in customer service leadership roles.
- Excellent communication, organizational, and analytical skills.
Relevant Degree Areas:
- Business Administration
- Commerce
- Communication Engineering/Sciences
- Computer Engineering/Sciences
- Computer Networks
- Electronics Engineering/Sciences
- Information Engineering/Sciences
- Information Security
- Information Systems
- Information Technology
- Marketing
- Project Management
- Software Development
- Software Project Management
- Telecommunication Engineering/Sciences
- Media and Mass Communication
- Electrical Engineering
- Software Engineering
- Business and Management Sciences
- Management Information System
Candidates with a blend of technical knowledge and management expertise will have an edge.
Why Join This Role?
This role offers:
- The opportunity to lead and influence a critical customer service function within a reputable IT organization.
- A chance to develop your leadership and operational skills in a fast-paced environment.
- Exposure to advanced call center technologies and data-driven management practices.
- A contract position with competitive benefits and growth potential.
If you are passionate about driving customer satisfaction and team success, this is a great career move.
Frequently Asked Questions (FAQs)
Q1: What are the minimum qualifications for this role?
A1: A Master’s or Bachelor’s (Hons) degree with 16 years of education is required.
Q2: How much experience is needed?
A2: Candidates should have at least five years of experience in call center or customer service management.
Q3: What is the employment type?
A3: This is a contract-based position.
Q4: What is the age limit for applicants?
A4: Eligible candidates are between 27 and 45 years old.
Q5: How many positions are open?
A5: There is one vacancy for the Call Center Floor Manager.
How to Apply
Interested applicants should prepare an updated CV emphasizing their leadership experience and relevant educational qualifications. Submit your application before 26 August 2025.
Visit the Punjab Information Technology Board (PITB) official website or recruitment portal for detailed instructions on the application process.