About the job MANAGER CONTACT CENTRE OPERATIONS
Company Overview:
Our client, a Karachi-based, State Bank of Pakistan (SBP) regulated Electronic Money Institution (EMI), seeks to appoint an experienced professional for the following role:
Job Role
As a Manager Contact Centre Operations, youll manage and coach a frontline team handling voice and digital support channels. Youll drive performance, resolve escalations, and ensure a high standard of bilingual (Urdu/English) service in a fast-paced fintech environment.
Key Responsibilities
- Lead and coach a team of customer service agents to achieve service and quality targets.
- Monitor team performance metrics (e.g., AHT, CSAT, FCR) and implement performance improvement plans.
- Handle complex escalations and ensure swift, empathetic resolution of customer issues.
- Conduct 1-on-1s, performance reviews, and support career development of agents.
- Oversee daily call centre operations including scheduling, staffing, and queue management.
- Ensure adherence to scripts, SOPs, and regulatory guidelines across all customer interactions.
- Collaborate with cross-functional teams (Product, Compliance, IT) to address customer pain points and improve service workflows.
- Assist with onboarding and training of new hires, and deliver refresher training as needed.
- Identify process gaps and recommend actionable improvements to leadership.
- Actively engage with customers across support channels during early-stage team setup, transitioning into a full leadership role as the team scales.
Education
- Minimum 16 years of education, preferably a Masters degree in Business Administration, Marketing, or a related field from an HEC-recognized or equivalent foreign institution.
Experience
- Minimum 5 years of professional experience, preferably in a large national/multinational organization.
- Prior experience in customer service, with at least 2 years in a supervisory or team lead role.
- Prior experience in fintech, digital banking, or call centre supporting financial services is preferred.
Requirements
- Strong leadership, team coaching, and conflict resolution skills.
- Proven ability to manage voice and digital support channels in a high-volume environment.
- Excellent communication skills in Urdu and English.
- Solid understanding of customer support systems, call metrics, and complaint resolution processes.
- Familiarity with digital financial products and services is a plus.
Age
- The candidate should preferably be not more than 35 years of age as of last date of submission of application.
This advertisement is published on 13 March 2026. The last date to apply is 22 March 2026. Candidates who possess the required experience and educational qualifications to undertake this challenging role are encouraged to submit their applications at https://hrsi.careers-page.com/
Only shortlisted candidates will be contacted.