Location: Lahore, Pakistan (On-site, Full-time)
Experience: Entry-Level to Mid-Level (Call Center / Logistics Experience a Plus)
Employment Type: Full-time
Open Positions: 2
Application Deadline: Open until filled
Dispatcher Job at I Concepts Call Center .Are you a master of coordination who thrives in a fast-paced, 24/7 environment? Do you love solving real-time logistical puzzles and ensuring every call, agent, and client is perfectly aligned? I Concepts Call Center — Pakistan’s trusted BPO & IT solutions provider — is seeking a Dispatcher to keep our operations running like clockwork. This is your chance to be the central nervous system of our call center, managing schedules, dispatching agents, and ensuring zero downtime for client campaigns.Dispatcher Job at I Concepts Call Center
About I Concepts Call Center
I Concepts Call Center is a one-stop business solutions powerhouse delivering:
- BPO Services (Inbound/Outbound)
- Customer Support & Lead Generation
- Data Entry, IT Solutions, Web Development
- Legal, Financial, and Business Consultancy
- Printing & Event Management
With 24/7 operations, skilled agents, and robust quality control, we serve clients across telecom, e-commerce, healthcare, and real estate. Our Lahore HQ is equipped with cutting-edge tech and a culture of innovation and reliability. Join a team that powers business growth with precision and excellence.
The Role: Dispatcher (Call Center Operations)
You’ll be the heartbeat of our floor — coordinating agent schedules, campaign shifts, and real-time resource allocation to ensure 100% uptime for client campaigns. This on-site, full-time role in Lahore requires quick thinking, flawless communication, and nerves of steel under pressure.
Key Responsibilities
| Task | What You’ll Do |
|---|---|
| Agent Scheduling | Create and manage daily/weekly shift rosters for 50–200+ agents across campaigns. |
| Real-Time Dispatching | Assign agents to inbound/outbound queues, escalations, or VIP clients instantly. |
| Campaign Coordination | Sync with Team Leads and Clients to align agent availability with call volume spikes. |
| Logistics & Resource Management | Dispatch technical support, floor walkers, or IT staff to resolve agent/system issues. |
| Record-Keeping | Maintain accurate dispatch logs, attendance records, and incident reports in CRM/Excel. |
| Problem Solving | Resolve last-minute absences, system outages, or client escalations within minutes. |
| Client Reporting | Share real-time updates on agent availability, campaign status, and SLA compliance. |
Shift Flexibility: Rotational shifts (Morning, Evening, Night) — premium night shift allowance provided.
Who We’re Looking For
We need a calm-under-pressure coordinator who can juggle 100 moving parts without dropping a single call.
Requirements
- Education:
- Bachelor’s in Business Administration, Logistics, or related field (preferred, not mandatory)
- Skills:
- Expert-level scheduling & coordination (Excel, Google Sheets, or WFM tools)
- Lightning-fast communication (verbal + written)
- Real-time problem-solving in high-pressure environments
- Data accuracy in logs, reports, and attendance tracking
- Experience:
- 1–3 years in call center operations, dispatching, or workforce management (fresh grads with strong skills considered)
- Personality:
- Cool-headed, proactive, and client-focused
- Comfortable in 24/7, rotating shift environment
Nice-to-Haves
- Experience with Verint, NICE, or Avaya WFM
- Prior role as Floor Supervisor or Real-Time Analyst (RTA)
- Knowledge of SLA metrics (AHT, ASA, Occupancy)
- Fluency in Urdu + English; regional languages a plus
Why Join I Concepts?
This isn’t just a job — it’s a launchpad into BPO operations leadership.
| Benefit | Details |
|---|---|
| Salary | PKR 45,000 – 65,000 / month (based on exp) |
| Night Shift Allowance | +PKR 8,000–12,000 / month |
| Performance Bonus | Up to PKR 15,000 / quarter for SLA achievement |
| Meal & Transport | Subsidized meals + pick/drop (night shifts) |
| Career Growth | Fast-track to Senior Dispatcher → WFM Analyst → Operations Manager |
| Training | Full training on WFM tools, client SLAs, and crisis management |
How to Apply
Ready to orchestrate flawless call center operations?
Submit:
- Updated CV
- 30-second voice note or cover letter answering:
- “How would you handle 10 agents calling in sick 30 minutes before a campaign launch?”
Email: hr@iconceptscallcenter.com