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Manager Contact Centre

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Banking/Financial Services
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Degree Title:
Preferably Masters in Business Administration/Banking/Finance from a recognized university.
Career Level:
Experienced Professional
Minimum Experience:
7 Years
Apply By:
May 5, 2018
Posted On:
Apr 5, 2018
Job Description

Job Objective:

Responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Ensure that technology is effectively utilized, staff are well-organized & productive and adherence to Fair Treatment of Customer (FTC).

 Key Responsibilities

1.       Contact Centre Management

·         To ensure smooth functioning of contact centre.

·         To work closely with multiple cross-functional departments to understand new banking products/services initiatives, operations performance, market trend and best contact centre service practices.

·         Develop objectives for the contact centre’s day-to-day activities.

·         Collect and analyze contact-centre statistics (sales rates, costs, customer service metrics etc.)

·         Monitor and resolve challenges / problems as they arise to ensure optimal customer service.

·         Develop and implement contact centre policies and procedures.

·         Monitor and improve telephone handling and other procedures.

·         Create and evaluate performance through performance based scorecards that measure key metrics (accuracy, call-waiting time etc.)

·         Accountable for managing the relationship with respective vendor(s) and to identify, conduct and evaluate performance trends.

·         Research and recommend relevant vendor solutions for contact centre.

·         Design & assist in developing business and operational flows.

·         Implement technology upgrades to contact centre as required.

 2.       Resource Management

·         Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

·         Identify errors and provide solutions for contact center and individual officers.

·         Provide learning/growth opportunity to team members through delegation and exposure to projects.

·         Periodically conduct team meetings review performance, motivate and interact with contact centre staff.

·         Review and approve leaves, salary, allowances, etc.

·         Instill KMBL’s values in the team.

 3.       Budgeting & Reporting

·         Managers contact centre budgeting and track expenses.

·         Prepare periodic productivity reports for line manager on talk time, hold time, idle time, not ready time, Calls handled, daily call volume, service level, agent login and abandoned rate etc.

·         Prepare additional reports as required by senior management.

 4.       Regulatory & Compliance

·         Ensuring that all the information and transactions are handled with due diligence and care.    

·         Interpret and apply appropriate State Bank rules and regulations, Banks Policies and Fair Treatment of Customer - FTC Principles.

·         Remain abreast of any changed to State Bank rules and regulations.

 5.       Contact Centre Training

·         Identify training needs for Contact Centre staff.

·         Coach and provide training to personnel to maintain high customer service standards.

·         Conduct periodic refreshers for contact centre staff on Compliance, KYC, Products and System Integration, soft skills, communication etc.

Knowledge, Skills, Abilities & Other attributes


  • Preferably Masters in Business Administration/Banking/Finance from a recognized university.


  • Strong understanding of reporting and budgeting procedures.
  • Knowledge of performance evaluation and customer service metrics.
  • Proficient in MS Office and contact centre equipment/software programs.
  • Outstanding customer service & communication skills.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Exhibits and upholds KMBL’s values and social performance objectives.

 Duration and Nature of Previous Experience:

7 years of experience in contact center/call center out of which 3-4 years as managerial or similar capacity. Certified Call/Contact Centre Manager (e.g. CCCM) or equivalent qualification is a plus.

We are an equal opportunity employer and value talent diversity at our Bank. We do not discriminate on the basis of age, color, gender, marital status, race, religion, or disability status. Therefore, all qualified candidates are welcomed and encouraged to apply on our positions.
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