General Manager

**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.