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.

MANAGER CONTACT CENTRE OPERATIONS

Job Scope

As a Manager Contact Centre Operations, you'll manage and coach a frontline team handling voice and digital support channels. You'll 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 Master's 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.

This advertisement is published on 07 August 2026 . The last date to apply is 16 August 2026 . Candidates who possess the required experience and educational qualifications to undertake this challenging role are encouraged to submit their applications at


Only shortlisted candidates will be contacted.