Recovery Call Centre Manager

Location: DHA Lahore
Job Type: Full-Time
Department: Collections / Recovery
Experience: Minimum 5–7 years (with at least 2 years in a leadership role)

Job Description:

We are seeking an experienced and results-driven Recovery Call Centre Manager to lead and oversee the operations of our recovery call center. The successful candidate will be responsible for managing day-to-day recovery operations, driving performance targets, ensuring compliance with regulatory standards, and developing a high-performing team of recovery agents.

Key Responsibilities:

• Lead and manage the recovery call center team to meet and exceed recovery targets.
• Design and implement effective strategies for recovery.
• Monitor call quality, productivity, and adherence to company policies and compliance guidelines.
• Analyze daily, weekly, and monthly reports to identify trends, gaps, and opportunities for improvement.
• Provide coaching, training, and performance feedback to agents.
• Ensure customer interactions are handled professionally and ethically.
• Develop KPIs to drive motivation and results.
• Use CRM and call center tools to track and optimize workflows.

Requirements:

• Bachelor's degree in Business Administration, Finance, or related field (Master’s preferred).
• Minimum 5–7 years of relevant experience in collections/recovery, with at least 2 years in a managerial or supervisory role.
• Strong understanding of real estate recovery processes and relevant regulations.
• Excellent leadership, communication, and conflict-resolution skills.
• Proficient in MS Office and call center management software.
• Ability to work under pressure and meet deadlines consistently.

Job Type: Full-time

Work Location: In person