Call Center Team Lead — Banking Ops & KPI Coach

Raqami Islamic Digital Bank Ltd.; Karachi Division; Sur place; PKR 1 200 000 - 2 000 000; Plein temps

Résumé du poste

Raqami Islamic Digital Bank Ltd. in Karachi seeks a Team Lead - Call Center to manage a team of customer service representatives and drive excellence in customer experience.

You will oversee coaching, performance tracking, and adherence to internal policies to meet operational KPIs. Expect to monitor metrics such as AHT, FCR, CSAT, and SLA, while maintaining compliance with State Bank of Pakistan regulations and data security.

Qualifications

• 2-4 years in Call Center Operations, Customer Service, or Banking Operations.
• 1+ year of supervisory or team lead experience preferred.
• Experience in digital banking/fintech is a plus.

Responsabilités

• Lead and motivate a team of call center representatives to meet objectives.
• Monitor productivity, service levels, adherence, and quality metrics daily.
• Conduct performance reviews and coaching sessions.
• Prepare rosters, attendance, and workforce utilization reports.

Connaissances

Call Center KPIs

CRM systems

Excel

Leadership

Customer service

Problem solving

Communication

Team management

Formation

Bachelor's degree in business administration or management

Outils

CRM software

Description du poste

Raqami Islamic Digital Bank Ltd. in Karachi seeks a Team Lead - Call Center to manage a team of customer service representatives and drive excellence in customer experience.

You will oversee coaching, performance tracking, and adherence to internal policies to meet operational KPIs. Expect to monitor metrics such as AHT, FCR, CSAT, and SLA, while maintaining compliance with State Bank of Pakistan regulations and data security.