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

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.

Location: Lahore, Islamabad

Qualification:

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

Experience: Preferably 3 years' experience in relevant field.