Recovery Call Centre Manager

13 hours ago

Lahore, Punjab, Pakistan Grand City Full time 900,000 - 1,200,000 per year

Location: DHA Lahore

Job Type: Full-Time

Department: Collections / Recovery

Experience: Minimum 5–7 years (with at least 2 years in a leadership role)

Job Description:

We are seeking an experienced and results-driven Recovery Call Centre Manager to lead and oversee the operations of our recovery call center. The successful candidate will be responsible for managing day-to-day recovery operations, driving performance targets, ensuring compliance with regulatory standards, and developing a high-performing team of recovery agents.

Key Responsibilities:

  • Lead and manage the recovery call center team to meet and exceed recovery targets.
  • Design and implement effective strategies for recovery.
  • Monitor call quality, productivity, and adherence to company policies and compliance guidelines.
  • Analyze daily, weekly, and monthly reports to identify trends, gaps, and opportunities for improvement.
  • Provide coaching, training, and performance feedback to agents.
  • Ensure customer interactions are handled professionally and ethically.
  • Develop KPIs to drive motivation and results.
  • Use CRM and call center tools to track and optimize workflows.

Requirements:

  • Bachelor's degree in Business Administration, Finance, or related field (Master's preferred).
  • Minimum 5–7 years of relevant experience in collections/recovery, with at least 2 years in a managerial or supervisory role.
  • Strong understanding of real estate recovery processes and relevant regulations.
  • Excellent leadership, communication, and conflict-resolution skills.
  • Proficient in MS Office and call center management software.
  • Ability to work under pressure and meet deadlines consistently.

Job Type: Full-time

Work Location: In person

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