Call Centre Leader

11 hours ago

Lahore, Punjab, Pakistan beBeeRecovery Full time 900,000 - 1,200,000

Job Title: Recovery Call Centre Manager

Location: Lahore, Pakistan - Full Time On-Site

Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM

  • Lead and manage a high-performing recovery call centre team to achieve optimal performance and recovery goals.
  • Conduct regular reviews of agent performance, providing coaching, feedback, and opportunities for growth and development.
  • Manage the recruitment, training, and onboarding process for new agents to ensure they are equipped to handle complex calls efficiently.
  • Maintain optimal staffing levels and schedule team members to ensure seamless operations.
  • Distribute calls effectively among agents based on their performance, expertise, and workload.
  • Monitor real-time call distribution and make adjustments as needed to maintain balance, productivity, and quality assurance.
  • Evaluate calls for quality and ensure all interactions are handled professionally and promptly.
  • Analyze key performance indicators (KPIs) such as call volume, recovery rate, and follow-up rates to drive team performance and improvement.
  • Develop and implement effective recovery strategies to meet daily, weekly, and monthly financial targets.
  • Monitor progress towards targets and take corrective action when necessary.
  • Resolve complex or escalated client cases in a timely manner to ensure customer satisfaction.
  • Maintain strong relationships with clients and address their concerns professionally and promptly.
  • Manage WhatsApp and SMS communications for client follow-ups, issue resolution, and recovery tracking.
  • E nsure all digital communication is prompt, traceable, and aligned with company policies.
  • Analyze performance reports and call data to identify areas for improvement and enhance recovery strategies.
  • Collaborate effectively with Finance, Legal, and Field Operations teams to support recovery efforts.

About this role:

This is an exciting opportunity for an experienced leader to join our team as a Recovery Call Centre Manager. As a manager, you will be responsible for leading a high-performing team to achieve optimal performance and recovery goals. You will work closely with the finance, legal, and field operations teams to support recovery efforts.

Requirements:

  • A minimum of [X] years of experience in a leadership role within a call centre environment.
  • Proven track record of success in managing high-performing teams and achieving targets.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and develop effective strategies to improve team performance.
  • Strong problem-solving skills and ability to resolve complex issues.
  • Familiarity with CRM systems and data analysis tools.
  • Ability to work in a fast-paced environment and adapt to changing circumstances.

What we offer:

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.
  • The opportunity to work with a talented team of professionals.

How to apply:

If you are a motivated and experienced leader looking for a new challenge, please submit your application, including your resume and a cover letter outlining your experience and qualifications.

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