CSD Call Center Manager (Recovery)

We’re Hiring: CSD Call Center Manager (Recovery)

Location: Lahore
Department: Customer Services Department (CSD)
Industry: Real Estate

Grand City is looking for an experienced, target-driven, and customer-focused professional to lead the Recovery Call Center operations within the Customer Services Department. The ideal candidate will be responsible for managing recovery communication, supervising call center teams, ensuring timely customer follow-ups, and improving collection and recovery performance through professional client engagement.

This role requires strong leadership, communication, recovery management, and reporting skills, along with the ability to handle customer concerns professionally while maintaining company standards and relationships.

Key Responsibilities:

• Manage and supervise the CSD Recovery Call Center team and daily operations
• Ensure timely follow-ups with customers regarding pending payments, installments, and recoveries
• Monitor call quality, team productivity, and recovery performance metrics
• Develop strategies to improve recovery ratios and customer response rates
• Handle escalated customer concerns and provide effective resolutions
• Maintain accurate recovery records, call logs, and customer communication history
• Coordinate with finance, sales, and customer services teams for payment reconciliations and case resolutions
• Prepare daily, weekly, and monthly recovery performance reports
• Train, mentor, and evaluate call center staff to ensure high service standards
• Ensure professional communication and compliance with company SOPs during all customer interactions

Requirements:

• Bachelor’s degree in Business Administration, Management, or relevant field
• 4–6 years of experience in call center management, recovery, collections, or customer services
• Strong leadership and team management abilities
• Excellent communication, negotiation, and conflict-resolution skills
• Proficiency in CRM systems, reporting tools, and Microsoft Office
• Ability to work under pressure and achieve recovery targets
• Experience in real estate or housing sector will be preferred

What We Offer:

• Professional and growth-oriented work environment
• Competitive salary package
• Career development opportunities
• Performance-driven culture

Job Type: Full-time

Work Location: In person