Manager Call Centre

LOLC Microfinance Bank Limited is Hiring "Manager Call Centre" for 𝐇𝐞𝐚𝐝 𝐎𝐟𝐟𝐢𝐜𝐞 𝐑𝐚𝐰𝐚𝐥𝐩𝐢𝐧𝐝𝐢.

𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧: MBA or Relevant degree.

𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: 5-6 Years

𝐒𝐚𝐥𝐚𝐫𝐲: Market Competitive 

𝐓𝐢𝐦𝐢𝐧𝐠𝐬: 9am-5:30 Pm

𝐂𝐨𝐫𝐞 𝐫𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭:

> Strong leadership and people management skills.

> Excellent communication and problem-solving abilities.

> Proficiency in MS Office and call center management tools.

> Ability to analyze data and implement performance improvement strategies.

> High attention to detail with a focus on quality service.

> In-depth understanding of recovery processes, banking products, and SBP regulatory framework.

> Customer-centric approach with the ability to manage difficult interactions professionally.

> Time management, problem-solving, and decision-making abilities.

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:

> Lead and supervise the call center and collection teams to achieve monthly recovery and performance targets.

> Design and implement effective call strategies for early and late-stage collections.

> Monitor daily call reports, delinquency trends, and team performance metrics.

> Ensure all customer interactions comply with the bank’s code of conduct and SBP regulations.

> Coordinate with regional collection teams and branches for escalated recovery cases.

> Develop and execute strategies to reduce non-performing loans (NPLs) and improve recovery ratios.

> Conduct periodic performance reviews, training, and motivation sessions for call center agents.

> Prepare MIS reports and dashboards for senior management on recovery progress and operational KPIs.

> Ensure efficient handling of inbound/outbound calls, complaint resolution, and payment follow-ups.

> Implement technology-driven solutions to optimize call center efficiency and customer experience.

> Collaborate with IT and Compliance teams to ensure data accuracy, system integrity, and audit readiness.

> Recommend policy improvements and procedural changes to enhance recovery effectiveness.

𝐀𝐩𝐩𝐥𝐲: careers@lolc.com.pk