Manager Call Center

Manager Call Center 

Eligibility 

Qualification:

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.

Responsibilities:

• Manage day-to-day Multan Call Center operations (inbound, outbound, digital), ensuring SLA, FCR, CSAT, and workforce optimization, including smooth IVR and call routing. 
• Drive customer-centric service, lead and mentor Team Leaders, Supervisors, and agents, and implement performance management, coaching, and succession planning. 
• Ensure compliance with SBP regulations, internal SOPs, audit requirements, data confidentiality, and business continuity, while driving technology adoption and process improvements. 
• Liaise with Head Office and stakeholders, provide performance dashboards, lead cost/process optimization, and monitor KPIs including service levels, CSAT/NPS, FCR, sales productivity, and staff engagement.

Department:

Call Center – Operations Group

Location:

Multan

Last Date:

May 6th, 2026