Manager-Customer Services

2 weeks ago

Lahore, Punjab, Pakistan EFU Life Assurance Ltd. Full time 104,000 - 130,878 per year

Company Description

EFU Life is the leading Life and Health Insurer and Family Takaful operator in the private sector of Pakistan. Established in 1992, EFU Life has built a trusted brand providing comprehensive financial planning and protection solutions. The company is dedicated to cultivating an environment that promotes growth, nurtures talent, and drives individuals toward excellence. EFU Life values integrity, ethical conduct, and honesty, welcoming people from various backgrounds to achieve professional success. Our goal is to ensure financial security and well-being for all.

Role Description

This is a full-time on-site role located in Lahore for a Manager-Customer Services & Quality Assurance. The Manager will oversee customer service operations, ensure customer satisfaction, and manage customer support teams. Day-to-day tasks include monitoring customer service interactions, conducting quality assurance assessments, and implementing improvements. The role involves analyzing customer feedback, training staff, and developing strategies for enhancing service quality.

Responsibilities:

  • Lead Customer Service & QA teams to achieve KPIs (AHT, FCR, CSAT, TAT).
  • Ensure quality, compliance, and professionalism in customer/telesales interactions.
  • Conduct audits, feedback, and coaching to improve performance.
  • Collaborate with cross-functional teams for service and process improvements.
  • Drive continuous improvement with reports, insights, and issue escalati

Qualifications:

  • Bachelor's degree (Master's preferred).
  • 6–8 years' experience in CS/QA/Telesales, incl. 3+ years in management.
  • Strong leadership, communication, and analytical skills.
  • Analytical mindset with proficiency in performance monitoring and reporting.
  • · Ability to manage multiple priorities and deliver results under pressure.

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