This Manager Call Center position is located in Multan, Punjab, Pakistan. The role involves managing day-to-day Multan Call Center operations (inbound, outbound, digital), ensuring SLA, FCR, CSAT, and workforce optimization, including smooth IVR and call routing. The Manager will drive customer-centric service, lead and mentor Team Leaders, Supervisors, and agents, and implement performance management, coaching, and succession planning. Responsibilities also include ensuring compliance with SBP regulations, internal SOPs, audit requirements, data confidentiality, and business continuity, while driving technology adoption and process improvements. The role requires liaising with Head Office and stakeholders, providing performance dashboards, leading cost/process optimization, and monitoring KPIs including service levels, CSAT/NPS, FCR, sales productivity, and staff engagement.
Eligibility / Qualification Required:
- Education: Minimum Bachelors preferably Masters from an HEC recognized institute/university. Qualification in Islamic Finance will be an added advantage.
- Experience: Minimum 10 + years of relevant experience in Contact Center, Customer Experience, or Banking Operations.
- Skills Required:
- Strong understanding of contact center technologies and service quality frameworks.
- Experience in workforce planning and operational efficiency.
- Knowledge of Customer Experience best practices.
- Knowledge of Islamic Banking principles preferred.
General Conditions:
No general conditions were provided in the job description.
How to Apply:
No specific application instructions, required documents, or submission methods were provided in the job description.