Customer Experience & Contact Center Lead

House Building Finance Company

Karachi Division

On-site

PKR 1,200,000 - 1,800,000

Full time

14 days+

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Job summary

House Building Finance Company invites applications for the role of Assistant Manager – Service Quality & Contact Center. The incumbent will supervise call center operations, monitor service quality, and drive data‑driven improvements to customer satisfaction and NPS.

The ideal candidate holds a 16‑year degree in business or related fields from an HEC recognized institution, with at least 3 years post‑qualification experience, and strong command of English and Urdu, plus proficiency in MS Office.

Qualifications

Masters or Bachelor’s degree (16 years) in business administration, economics, finance, or related field.
Minimum 3 years of post-qualification experience.
40 years maximum age.

Responsibilities

Supervise inbound and outbound customer calls for professional communication and timely resolution.
Log and document customer interactions, queries, and complaints in the system.
Analyze customer behavior, feedback, and service gaps for improvements.
Prepare reports and dashboards using MS Excel and PowerPoint.
Support NPS analysis to elevate overall service experience.
Monitor service performance with branch/service quality metrics and suggest corrective actions.
Collaborate with departments to ensure SOP/compliance with regulations.
Coordinate training on customer service standards and complaint handling.