Umar Anis
@umaranis
Operations Manager driving international call center campaigns, KPIs, and revenue growth.
PakistanWhat I'm looking for
I’m an Operations Manager with 7+ years of experience managing international call center campaigns, including Mortgage, Debt Settlement, and Real Estate. I lead outbound and inbound operations with a strong focus on process optimization, compliance, lead flow, and revenue performance.
I’ve consistently delivered results by managing large teams (50+ agents), improving core KPIs like SLA, attrition, and shrinkage, and achieving or exceeding sales targets. In my most recent roles, I’ve overseen US-based debt settlement and mortgage campaigns, while also driving target achievement through structured team leadership.
My approach is hands-on and continuous: I develop SOPs, coach teams, and refine workflows to strengthen service levels and operational efficiency. From leading multiple campaigns to supporting day-to-day execution across voice and non-voice operations, I bring a proven track record of stable performance and measurable growth.
Experience
Work history, roles, and key accomplishments
Project Manager
Globex BPO
Oct 2025 - Present (8 months)
Managed US-based debt settlement and mortgage campaigns, overseeing operations, compliance, lead flow, and revenue performance. Drove outbound/inbound campaign execution to support KPI improvement and revenue growth.
Assistant Project Manager
First Step Communications
Jan 2024 - Sep 2025 (1 year 8 months)
Led outbound sales teams for mortgage and debt consolidation campaigns and drove consistent target achievement. Improved campaign execution through day-to-day performance monitoring and operational coordination.
Manager Operations
RBS Tech Solutions
Feb 2023 - Dec 2023 (10 months)
Led real estate call center operations, developed SOPs, and managed 50–60 agents across campaigns. Improved operational efficiency while maintaining performance through structured process and team leadership.
Assistant Project Manager
Touchstone Communications
Jan 2022 - Jan 2023 (1 year)
Managed multiple campaigns including mortgage, debt consolidation, and solar while coordinating day-to-day operational execution. Improved team productivity through coaching and performance-focused management.
Lead Supervisor
Sybrid Pvt. Ltd.
Jan 2019 - Jan 2020 (1 year)
Led Telenor campaigns and managed revenue targets while delivering strong performance outcomes. Provided ongoing supervision to support campaign execution and results.
Team Leader
Abacus Consulting
Jan 2017 - Jan 2019 (2 years)
Managed 35–40 agents on Careem support projects, ensuring SLA compliance and customer satisfaction. Coordinated day-to-day operations to maintain service quality and team performance.
Operations Manager
Creative Hub BPO
Jan 2021 - Present (5 years 5 months)
Oversaw international voice and non-voice campaigns, ensuring smooth operational execution. Managed operational workflows to support consistent delivery against campaign requirements.
Education
Degrees, certifications, and relevant coursework
Bahria University
Bachelor of Science, Computer Engineering
2003 - 2006
BS in Computer Engineering at Bahria University, Islamabad, completed from 2003 to 2006.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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