Strategic Call Center Workforce & Portfolio Manager

Standard Chartered; Karachi Division; On-site; PKR 900,000 - 1,300,000; Full time

Benefits offered by this job

Inclusive culture

Fair pay

Retirement & insurance

Wellbeing support

Flexible working

Learning & development

Job summary

Standard Chartered in Karachi is seeking a reporting and performance analyst to generate and report on requirements from Business, Group, and Regulator, giving a clear view of KPI progress to Client Centre management and ensuring frontline capacity planning through scheduling.

The role also arranges meetings to boost department performance, prepares for monthly and annual reviews to set goals and development plans, and ensures Call Center KPIs are met while complying with policies and

Qualifications

• Experience in generating reports per business requirements.
• Ability to prepare data-driven insights for KPIs and performance tracking.
• Strong communication with stakeholders and management.

Responsibilities

• Generate reports as per business requirements.
• Coordinate with stakeholders on day-to-day activities.
• Provide a bird's-eye view to Client Centre management on KPI progress.
• Ensure high self-knowledge on products and processes.
• Plan frontline capacity and schedule workforce.
• Allocate load for productivity and client engagement/portfolio management.
• Adhere to policies, guidelines, and regulatory requirements.
• Maintain hygiene and follow the clean desk policy.

Skills

Data Gathering and Reporting

Budget Management

Sales Proposals

Stakeholder Management

Call Center Management

Tools

Reporting Tools

Job description

Standard Chartered in Karachi is seeking a reporting and performance analyst to generate and report on requirements from Business, Group, and Regulator, giving a clear view of KPI progress to Client Centre management and ensuring frontline capacity planning through scheduling.

The role also arranges meetings to boost department performance, prepares for monthly and annual reviews to set goals and development plans, and ensures Call Center KPIs are met while complying with policies and