Call Center Manager

4 weeks ago

Lahore, Punjab, Pakistan Grand City Full time

1 week ago Be among the first 25 applicants

We're Hiring: Call Centre Manager – Recovery Call Centre | Grand City

Are you a dynamic leader with a passion for driving results and leading high-performing teams? Grand City is looking for an experienced and motivated Call Centre Manager to head our Recovery Call Centre operations.

Location: Grand City Head Office Department: Recovery Call Centre Position: Manager – Call Centre
Key Responsibilities:
  • Lead and manage the daily operations of the recovery call centre team.
  • Design and implement efficient calling strategies to improve recovery rates.
  • Monitor KPIs, performance metrics, and service standards.
  • Provide ongoing training, coaching, and performance evaluations for agents.
  • Ensure high levels of team motivation, discipline, and productivity.
  • Oversee the use of CRM and call monitoring systems for quality control.
  • Resolve escalated issues and support effective customer interaction.
  • Coordinate with other departments to streamline recovery workflows.
What We're Looking For:
  • Minimum 3–5 years of experience in managing a call centre team, preferably in recovery, collections, or customer service.
  • Strong understanding of call centre metrics, agent performance management, and operational KPIs.
  • Excellent verbal and written communication skills in English and Urdu.
  • Proven ability to lead, coach, and develop teams to meet or exceed targets.
  • Proficient in CRM systems, call reporting tools, and MS Office.
  • Ability to work under pressure and deliver results in a fast-paced environment.
What We Offer:
  • Competitive salary package
  • A professional and collaborative work environment
  • Opportunities for growth and development within the Grand City family
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time

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