Customer Support Operations Manager

Company Description Velocity Pvt. Ltd. (Velocity BPO) is a strategic partner focused on helping businesses achieve and exceed their goals through thoughtful planning and tailored solutions. The company specializes in business process outsourcing services designed to improve efficiency and performance. Velocity emphasizes disciplined execution and close collaboration with clients to deliver measurable results. Team members join a culture that values problem-solving, adaptability, and long-term client relationships. This environment offers opportunities to contribute directly to client success while developing professional expertise in operations and customer support.

Role Description The Customer Support Operations Manager is a full-time, on-site role based in Islamabad. This role oversees day-to-day customer support operations, including managing support teams, monitoring performance metrics, and ensuring service levels and quality standards are consistently met. The manager will design and refine workflows, implement best practices, and coordinate with cross-functional teams to improve processes and customer satisfaction. Responsibilities include analyzing operational data, preparing performance reports, leading support initiatives and programs, and resolving escalated customer issues. The role also involves coaching and developing team members, forecasting resource needs, and contributing to strategic planning for support operations.

Qualifications

• Strong customer-focused skills, including Customer Support and Customer Satisfaction, with a track record of improving service quality.
• Operations Management experience, including managing support teams, processes, and performance metrics in a fast-paced environment.
• Analytical Skills to interpret data, identify trends, and develop actionable insights for operational improvements.
• Program Management capabilities to plan, execute, and monitor initiatives that enhance customer support efficiency and effectiveness.
• Proven leadership and people management skills, including coaching, performance management, and team development.
• Excellent written and verbal communication skills, with the ability to work collaboratively across departments and with stakeholders.
• Experience in BPO, contact center, or customer operations environments is highly beneficial.
• Bachelor’s degree in Business, Management, Communications, or a related field, or equivalent practical experience.
• Comfort with using CRM, ticketing systems, and reporting tools; familiarity with process improvement methodologies is a plus.