Department: Call Center – Operations Group

Meezan Bank Limited is seeking an experienced and dynamic professional for the position of Manager Call Center in Multan. The selected candidate will oversee daily call center operations, ensuring exceptional customer service standards, operational efficiency, and regulatory compliance. This role requires strong leadership skills, expertise in customer experience management, and the ability to drive continuous improvement initiatives.

Eligibility Criteria:

Qualification:

• Minimum Bachelor’s degree, preferably Master’s, from an HEC-recognized institute/university
• Qualification in Islamic Finance will be considered an added advantage

Experience:

• Minimum 10+ years of relevant experience in Contact Center, Customer Experience, or Banking Operations

Required Skills:

• Strong knowledge of contact center technologies and service quality frameworks
• Expertise in workforce planning and operational efficiency
• Understanding of customer experience best practices
• Familiarity with Islamic Banking principles preferred
• Leadership, mentoring, and team development skills
• Strong analytical and reporting abilities

Key Responsibilities:

• Manage day-to-day call center operations including inbound, outbound, and digital channels
• Ensure achievement of KPIs such as SLA, FCR, CSAT, and workforce optimization
• Supervise IVR systems and call routing processes for smooth customer interactions
• Lead, mentor, and develop Team Leaders, Supervisors, and agents
• Implement performance management, coaching, and succession planning strategies
• Ensure compliance with SBP regulations, internal SOPs, audits, and data confidentiality standards
• Drive business continuity plans, process improvements, and technology adoption
• Coordinate with Head Office and internal stakeholders for operational alignment
• Prepare dashboards and performance reports for management review
• Monitor service levels, customer satisfaction, sales productivity, and staff engagement metrics

Why Join Meezan Bank Limited?
Join Pakistan’s leading Islamic bank and become part of a professional environment where innovation, growth, and customer excellence are at the heart of every operation. 🌟