Floor Manager Contact Center

Zong 5G; Islamabad; On-site; PKR 781,000 - 1,228,000; Full time

Job summary

Zong 5G is seeking a driven professional to lead revenue-focused contact center operations. The role supports staff across shifts, including team leads, and emphasizes resolving critical issues to sustain performance and customer satisfaction.

The candidate should have a Bachelor's degree with up to three years of relevant contact center experience, excellent communication, analytical skills, and the ability to drive process improvements and staff motivation.

Qualifications

• Bachelor's degree is required.
• Up to 3 years of experience, preferably in a Contact Center outbound team.
• Strong customer service orientation and problem-solving skills.
• Ability to organize, decide, and act with accountability.

Responsibilities

• Explore new channels for sales and revenue growth.
• Develop business plans for reporting units.
• Monitor performance and report nationwide (LHR & ISB).
• Manage outbound dialer operations.
• Oversee transaction monitoring and fraud control.
• Design KPIs and track performance.
• Develop and motivate staff through structured programs.
• Lead team-building activities and trainings.
• Ensure targets are met and service quality remains high.
• Drive efficiency and identify areas for product/service improvement.

Skills

Customer service

Decision making

Detail oriented

Adaptable

Contact Centre tools

Analytical skills

Communication skills

Education

Bachelor's degree

Job description

Job Purpose:

• This position is responsible for ensuring that Revenue Targets are being achieved and critical Contact Center operations are smoothly operating. Responsible for giving support to all the staff in the shift, including Team leads, and highlighting and resolving critical issues.

Job Responsibilities:

• Exploring new channels for Sales & Revenue.
• Business Plan for all reporting units.
• Performance monitoring & reporting Nationwide(LHR & ISB).
• Outbound Dialer Management.
• Transaction monitoring & Fraud Control management.
• Designing KPIs.
• Commission Structure & Product Paper Campaigns for staff motivation & Recognition.
• Team building activities & trainings.
• Monitor and meet Contact Center performance targets, develop Contact Center team in order to deliver expected quality of service.
• Work on efficiency and plan for areas of improvement and product development to promote exceptional customer service at all helplines.

Eligibility Criteria (Education, Knowledge, Experience and Skills):

Education:

• In principle, must have a minimum of a Bachelor's degree.

Work Experience:

• Should have preferably up to 3 years of work experience, preferably with a Contact Center Outbound Team.

Skills – Generic:

• Should demonstrate excellent customer service sense.
• Able to organize and make proper decisions.
• Detail-oriented.
• Adaptable and accountable for actions.

Skills – Job Specific:

• Hands-on expertise in Contact Centre applications/tools.
• Good analytical and problem-solving skills.
• Good communication skills and presentation skills.