MCB Bank, one of Pakistan’s leading financial institutions, is currently hiring a Team Leader – Contact Center. This position offers an excellent opportunity for experienced professionals in customer service and banking. If you have strong communication skills, leadership abilities, and a passion for delivering exceptional customer service, this role could be ideal for you.
Job Description
The Team Leader – Contact Center is responsible for supervising and supporting Contact Center Executives to ensure service excellence. The role includes monitoring team performance, assisting with customer inquiries, and ensuring compliance with banking regulations and internal policies.
Key Responsibilities
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Service Quality & Performance Monitoring (35%)
- Maintain the service level as per assigned targets.
- Achieve quality scores as per management benchmarks.
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Customer Support & Issue Resolution (35%)
- Assist contact center executives in handling customer queries.
- Take customer calls when necessary and escalate complaints for resolution.
- Monitor agent productivity and ensure the accuracy of complaints logged.
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Coaching & Training (15%)
- Conduct team meetings and coaching sessions to improve performance.
- Provide updates on new products, services, and promotions.
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Regulatory Compliance & Policy Implementation (10%)
- Ensure adherence to State Bank of Pakistan (SBP) regulations and MCB policies.
- Assist in the implementation of new banking products and services.
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Shift Flexibility (5%)
- Work in different shifts, including evenings, nights, Sundays, and public holidays, as assigned.
Qualifications & Skills Required
Educational Background:
- Bachelor's or Master’s degree.
Experience & Knowledge:
- Prior experience in customer service, preferably in banking.
- Understanding of banking products, procedures, and regulations.
Key Competencies:
- Strong communication and problem-solving skills.
- Leadership and team management abilities.
- Customer service orientation and result-driven approach.
Diversity & Inclusion
MCB Bank is an equal opportunity employer and strongly encourages females and persons with disabilities to apply. The bank is committed to fostering an inclusive workplace where employees can thrive.
How to Apply?
Interested candidates can share their resume at talentacquisition@mcb.com.pk. Make sure to mention "Team Leader Contact Center" in the subject line of your email.
This is an exciting opportunity to grow your career in the banking sector with MCB. Apply now and take the next step in your professional journey!
