Premier BPO is a Business Process Outsourcing company. Premier BPO combines technology, people and customer needs to produce a synergistic blend of customized solutions: Call Centres, Back Office Processes, Customer Care, IT Services, and Technical Support. Our outsourcing solutions are jointly conceived and seamlessly integrated with the customer’s practices. The new end-to-end process delivers cost savings, enhanced customer satisfaction, metrics, reports, and analytics. We also provide marketing and sales support capabilities to our customers so they can capture a larger pie of their target market.


  • Monitor real-time contact center activities and make necessary adjustments to optimize performance and achieve service level goals.
  • Analyze incoming call patterns and adjust staffing levels to ensure adequate coverage and minimize customer wait times.
  • Maintain awareness of agent adherence to schedules and make real-time adjustments to ensure optimal staffing levels.
  • Collaborate with team members and supervisors to identify and resolve any issues affecting contact center performance.
  • Generate and analyze real-time and historical reports to identify trends, patterns, and areas for improvement.
  • Provide timely and accurate information to management regarding contact center performance and trends.
  • Escalate critical issues or service level breaches to the appropriate stakeholders for prompt resolution.
  • Assist with the implementation and maintenance of workforce management tools and systems.
  • Participate in training and development programs to enhance knowledge and skills related to workforce management.


  • Bachelor’s degree in business administration, Statistics, Management Information Systems (MIS), or equivalent.
  • Proven experience in a contact center or customer service environment.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Proficiency in using workforce management tools and software.
  • Ability to work in a fast-paced and dynamic environment.
  • Detail-oriented with the ability to multitask and prioritize effectively.
  • Strong organizational and time management skills.
  • Ability to work collaboratively in a team-oriented setting.
  • Flexibility to work in shifts, including evenings, weekends, and holidays as required.


  • Problem Solver
  • Positive attitude and focus on customer service with excellent communication skills
  • Ability to work in a fast-paced environment – juggling shifting and even conflicting priorities
  • Great analytical skillset (excel expert)
  • Ability to work independently
  • Creative skills for contributing new and innovative ideas
  • Strong team skills

What we offer:

  • Market competitive salary
  • Career Growth
  • Learning & Development
  • Provident Fund
  • EOBI
  • Paid Leaves
  • Medical Coverage (IPD)
  • Life Insurance

Location: Gulberg II, Lahore
Timing: 09:00 am – 06:00 pm EST (US Timings)

Interested candidates can forward their resumes
mentioning Job Title in the subject.