Banking Call Center Team Lead – Coach & Optimize

Raqami Islamic Digital Bank Ltd.; Karachi Division; On-site; PKR 1,674,000 - 2,567,000; Full time

Job summary

Raqami Islamic Digital Bank Ltd. is seeking a Team Lead Call Center to guide a team of customer service representatives toward outstanding customer experiences and achievement of service KPIs. You will coach, monitor performance, and drive continuous process improvements.

The role emphasizes adherence to internal policies and State Bank of Pakistan regulations, overseeing quality, attendance, and workload planning while collaborating with cross-functional teams to enhance customer journeys.

Qualifications

• Bachelor's degree in business administration or management.
• Knowledge of Call Center KPIs and workforce management concepts.
• Proficiency in CRM systems and customer service platforms.
• Strong command of Microsoft Excel and reporting tools.
• Understanding of banking products, services, and customer support processes.
• Leadership and people management skills.
• Strong communication and interpersonal abilities.
• Customer-centric mindset.
• Problem-solving and decision-making capabilities.
• Analytical thinking and attention to detail.
• Ability to perform effectively in a fast-paced environment.

Responsibilities

• Lead, supervise, and motivate a team of Call Center Representatives to achieve objectives.
• Monitor daily productivity, service levels, adherence, and quality metrics.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Prepare and maintain team rosters, attendance records, and workforce reports.
• Ensure delivery of outstanding customer service across all interactions.
• Monitor call quality and customer interactions to maintain service excellence.
• Handle escalated customer complaints and ensure timely resolution.
• Implement corrective action plans to improve satisfaction and efficiency.
• Prepare and analyze performance dashboards, KPI reports, and MIS.
• Track key metrics like SLA, AHT, FCR, Quality Scores, CSAT.
• Identify trends and provide actionable recommendations to improve performance.
• Ensure compliance with State Bank of Pakistan regulations and internal policies.
• Maintain confidentiality and security of customer information.
• Support audit, compliance, and risk-related activities as required.
• Identify operational challenges and recommend process enhancements.
• Collaborate with cross-functional teams to improve customer journeys.
• Support implementation of new products, services, and system enhancements.

Skills

Leadership

Communication

Problem-solving

Analytical thinking

Customer-centric mindset

Attention to detail

Education

Bachelor's degree in business administration or management

Tools

CRM systems

Microsoft Excel

Reporting tools

Job description

Raqami Islamic Digital Bank Ltd. is seeking a Team Lead Call Center to guide a team of customer service representatives toward outstanding customer experiences and achievement of service KPIs. You will coach, monitor performance, and drive continuous process improvements.

The role emphasizes adherence to internal policies and State Bank of Pakistan regulations, overseeing quality, attendance, and workload planning while collaborating with cross-functional teams to enhance customer journeys.