Floor In-charge (Allied Contact Center)-Digital Banking Group Karachi 2025

Bank jobs in Pakistan: Floor In-charge (Allied Contact Center)-Digital Banking Group

About the job

Required Skill set:

• Knowledge of the banking and financial industry, with experience in managing different campaigns.
• Familiarity with customer data privacy regulations and compliance in inbound calls.
• Strong leadership and people management skills
• Proficiency in call center management software and reporting tools.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Operational Efficiency & Process Management.
• Analytical and Reporting Skills.
• Adaptability, Flexibility & Cultural Awareness.
• Ability to manage multiple tasks and priorities.
• Analytical mindset with a strong focus on data-driven decision-making.
• Strong understanding of call center operations, KPIs, and different campaign management.

Job Responsibilities:

• Lead, supervise, and motivate the team to ensure high levels of productivity.
• Oversee daily floor activities, including agent attendance, adherence to schedules etc.
• Effectively manage real time Service Level, Breaks and AHT.
• Assign and monitor tasks, ensuring all team members are aligned with operational goals.
• Conduct coaching / counselling sessions to ensure agents are equipped with product knowledge, call handling skills, and customer engagement techniques.
• Monitor and evaluate agents’ performance, providing feedback and implementing corrective actions as needed to ensure continuous improvement.
• Track key performance indicators (KPIs) such as MPS, AHT, Quality Score etc.
• Analyze campaign data and generate detailed reports on performance metrics, highlighting successes, areas for improvement, and future recommendations.
• Present periodic updates to senior management on the performance of campaigns, team productivity, and strategic recommendations.
• Address and resolve escalated customer issues in a timely and efficient manner, providing guidance to agents for handling complex situations.
• Actively gather feedback from team members and listen customer’s interactions to continuously improve processes and address pain points.
• Act as a liaison between the management team and floor staff to ensure clear communication of objectives, updates, and expectations.
• Identify training needs for supervisors and agents and coordinate with the training team for skill enhancement programs. Mentor supervisors in leadership and operational best practices.
• Conduct regular performance reviews of supervisors and agents in collaboration with the Quality Assurance team.
• Promote a culture of compliance, professionalism, and excellent customer service.
• Manage and perform any other task(s) assigned by the management.

Qualification:

Preferably a Master’s degree, or at least a Bachelor’s degree, from a recognized university.