Digital Banking Contact Center Manager

Allied Bank Limited; Lahore; On-site; PKR 1,674,000 - 2,344,000; Full time

Job summary

Allied Bank Limited in Lahore is seeking an experienced Call Center Team Lead to oversee inbound operations and coach the assigned team for top-tier customer service.

The role requires strong leadership, a customer-focused mindset, and the ability to drive performance while ensuring compliance with banking policies. A Master’s degree is preferred, with 3–5 years' relevant experience in call centers.

Qualifications

• Strong leadership, motivational, team-building, interpersonal, managerial, and communication skills.
• Strong analytical, critical-thinking, negotiation, and multitasking skills.
• Ability to work under pressure, solve problems, and make effective decisions.
• Thorough knowledge of regulatory requirements, banking operations, policies, and procedures.
• In-depth knowledge of the call center industry, call center operations, performance metrics, and reporting.

Responsibilities

• Ensure the smooth functioning of inbound operations and effectively manage the assigned team.
• Ensure a high level of customer service and the timely resolution of internal and external customer queries and complaints.
• Reduce the Phone Banking error rate through regular monitoring and quality assurance activities.
• Maintain comprehensive knowledge of all products and processes and stay updated on relevant changes.
• Ensure that the team maintains high standards of courtesy, accuracy, and call-handling skills.
• Conduct daily shift briefings and team huddles.
• Hold regular meetings with the assigned team.
• Provide periodic training to the assigned team and other teams on products, processes, and personal development.
• Maintain discipline within the assigned team and across the contact center floor, including keeping records of punctuality and attendance.
• Evaluate team performance on a daily, weekly, and monthly basis.
• Ensure the timely submission of all reports required by management.
• Achieve assigned key performance indicators (KPIs).
• Perform any other duties or assignments as directed by senior management.

Skills

Leadership

Communication

Team building

Interpersonal skills

Analytical thinking

Negotiation

Multitasking

MS Office

Regulatory knowledge

Call center ops

Reporting metrics

Education

Master's degree

Bachelor's degree

Tools

N/A

Job description

Allied Bank Limited in Lahore is seeking an experienced Call Center Team Lead to oversee inbound operations and coach the assigned team for top-tier customer service.

The role requires strong leadership, a customer-focused mindset, and the ability to drive performance while ensuring compliance with banking policies. A Master’s degree is preferred, with 3–5 years' relevant experience in call centers.