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 centres 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.

If you have the required experience and educational qualification to take up the challenging role you are requested to apply by December 19th 2025 at

Only shortlisted candidates will be contacted.