call center team leader

Starlink Qatar

<div>
 <p>
  The
  <strong>
   Bilingual Team Leader
  </strong>
  will be responsible for overseeing the daily operations and performance of customer service teams across multiple retail and service projects. This role involves managing a team of bilingual agents to ensure high productivity, quality of service, and adherence to established KPIs. The Team Leader acts as the bridge between management and the frontline, driving excellence in both
  <strong>
   Arabic and English
  </strong>
  communications.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Accountability &amp; Responsibilities of Role:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Performance Management:
   </strong>
   Monitor real-time service levels and team performance to ensure all KPIs (AHT, CSAT, NPS, and FCR) are consistently met or exceeded.
  </li>
  <li>
   <strong>
    Quality Assurance:
   </strong>
   Conduct monthly call monitoring and evaluations. Provide constructive feedback and coaching to agents to improve communication skills and technical accuracy.
  </li>
  <li>
   <strong>
    Team Leadership:
   </strong>
   Lead, motivate, and mentor a team of bilingual agents. Handle escalated customer issues that require senior-level intervention.
  </li>
  <li>
   <strong>
    Operational Reporting:
   </strong>
   Prepare and present daily, weekly, and monthly performance reports for management, highlighting trends and areas for improvement.
  </li>
  <li>
   <strong>
    Roster &amp; Attendance:
   </strong>
   Manage team schedules, attendance, and shift rotations to ensure optimal staffing levels at all times.
  </li>
  <li>
   <strong>
    Process Improvement:
   </strong>
   Identify bottlenecks in the workflow and suggest process enhancements to improve the overall customer journey and agent efficiency.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Position Requirements:
  </strong>
 </p>
 <p>
  <strong>
   Education Background:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in
   <strong>
    Business Administration
   </strong>
   ,
   <strong>
    Communications
   </strong>
   , or a related field.
  </li>
 </ul>
 <p>
  <strong>
   Work Experience:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Language Proficiency:
   </strong>
   Full professional fluency in
   <strong>
    Arabic and English
   </strong>
   (verbal and written).
  </li>
  <li>
   <strong>
    Experience:
   </strong>
   Minimum 3&ndash;5 years in a call center environment.
  </li>
  <li>
   <strong>
    Leadership Skills:
   </strong>
   Proven ability to manage a team, resolve conflicts, and drive engagement.
  </li>
  <li>
   <strong>
    Analytical Ability:
   </strong>
   Strong skills in data analysis and reporting; proficient in Excel and call center management software (CMS).
  </li>
  <li>
   <strong>
    Communication:
   </strong>
   Exceptional interpersonal skills with the ability to communicate effectively with stakeholders at all levels.
  </li>
  <li>
   <strong>
    Problem-Solving:
   </strong>
   Ability to think on your feet and make quick, informed decisions in a high-pressure environment.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Work Environment &amp; Schedule:
  </strong>
 </p>
 <ul>
  <li>
   Hybrid/Remote options available based on location.
  </li>
  <li>
   Rotational shifts including weekends or holidays, as needed.
  </li>
  <li>
   Ability to manage multiple projects/processes simultaneously.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Competencies:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Networking &amp; Influencing Collaboratively:
   </strong>
   Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.
  </li>
  <li>
   <strong>
    Delivering Results &amp; Fostering Ownership:
   </strong>
   Drive for improving business results and attaining higher levels of performance.
  </li>
  <li>
   <strong>
    Building Customer Value:
   </strong>
   Gaining insights into internal and/or external customers&rsquo; experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.
  </li>
 </ul>
</div>


Team Leader (Bilingual)

Union Developers (Pvt.) Ltd

<p><b>Job Title:</b> Call Center Lead &ndash; Union Developers</p><p><b>Location:</b> [Insert Location]<br/><b>Company:</b> Union Developers</p><p><b>Job Type:</b> Full-Time</p><p><b>About Us:</b><br/>Union Developers is a fast-growing real estate development company delivering high-quality residential and commercial projects. We are seeking an experienced and motivated <b>Call Center Lead</b> to manage and elevate our customer engagement operations.</p><p><b>Key Responsibilities:</b></p><ul><li>Lead and supervise the call center team to ensure high performance and productivity</li><li>Monitor inbound and outbound calls, ensuring excellent customer service standards</li><li>Develop scripts, workflows, and call handling strategies</li><li>Train, coach, and evaluate call center agents</li><li>Track KPIs such as conversion rates, call quality, and response times</li><li>Coordinate with sales and marketing teams to improve lead generation and conversion</li><li>Handle escalated customer inquiries and resolve issues efficiently</li><li>Prepare performance reports and recommend improvements</li></ul><p><b>Requirements:</b></p><ul><li><b>5&ndash;10 years of experience in call center operations (required)</b></li><li><b>Experience with a renowned call center (e.g., Ibex) is highly preferred</b></li><li>Proven experience in a leadership or supervisory role</li><li>Strong communication and interpersonal skills</li><li>Ability to manage, motivate, and develop teams</li><li>Experience with CRM systems and call center software</li><li>Analytical mindset with problem-solving abilities</li><li>Experience in real estate or sales-driven environments is a plus</li><li>Bachelor&rsquo;s degree (preferred)</li></ul><p><b>What We Offer:</b></p><ul><li>Competitive salary package</li><li>Performance-based incentives</li><li>Career growth opportunities</li><li>Professional and collaborative work environment</li></ul><p>Work Location: In person</p>

Call Center Lead

Yuua

<p><b>Call Center Executive (Strict Targets &ndash; High Incentives)</b></p><p>Karachi | Full-Time</p><p><b>Company:</b> YUUA International</p><p><b>High Pressure, High Reward Role</b></p><p>We are hiring <b>target-driven Call Center Executives</b> for B2B lead generation. This role is for individuals who can <b>handle pressure, meet daily targets, and earn high incentives</b>.</p><p><b>Key Responsibilities</b></p><ul><li>Make <b>80&ndash;120 outbound calls daily</b></li><li>Generate qualified B2B leads (factories &amp; companies)</li><li>Share company profile via WhatsApp/Email</li><li>Consistent follow-ups to convert leads</li><li>Maintain accurate call &amp; lead records</li></ul><p><b>Strict Performance Targets</b></p><ul><li>Daily call targets must be achieved</li><li>Weekly qualified lead targets</li><li>Monthly conversion expectations</li><li>Underperformance will not be tolerated</li></ul><p><b>Compensation Structure</b></p><ul><li><b>Basic Salary:</b> PKR 25,000 &ndash; 35,000</li><li><b>Incentive:</b> PKR 500 &ndash; 2,000 per qualified lead</li><li><b>Bonus:</b> Extra on deal conversion</li><li><b>Top Performers Earn:</b> 80,000 &ndash; 120,000+</li></ul><p><b>Requirements</b></p><ul><li>Strong communication &amp; convincing skills</li><li>Confidence in cold calling</li><li>Target-oriented and disciplined mindset</li><li>Call center / sales experience preferred</li><li>Fresh candidates with strong attitude can apply</li></ul><p><b>Apply Now</b></p><p>WhatsApp: 0316 3337571</p><p><b>Subject:</b> Call Center (Target-Based) Application</p><p><b>Only apply if you are serious about targets and high earnings.</b></p><p>Pay: Rs25,000.00 - Rs35,000.00 per month</p><p>Work Location: In person</p>

Call Center Executive (Strict Targets – High Incentives)

Cayuga Medical Center

<div><p><b>Company Overview:</b></p><p>
Cayuga Health is the region's leading healthcare system, and most trusted driver of integrated health services, together with valued partners. We empower our people and employ our capabilities to equitably improve the well-being of the communities we serve. At Cayuga Health System, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies, and research protocols. We have a commitment to its employees by providing competitive rates and compensation, a comprehensive employee benefits programs, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.</p><p>
Nestled in the beautiful Finger Lakes region, Cayuga Health provides an outstanding place to work in a vibrant community. Come discover all that Ithaca, New York and Cayuga Health has to offer!</p><p><b>
Job Summary</b>: The Call Center Team Member is the first point of patient contact to the Cayuga Health System. Call Center Team Members must have excellent customer service skills and exceptional phone etiquette. This is a non-clinical position so no medical experience is necessary or required. On the job training will take place during the first month of starting the position.</p><p><b>
This position requires onsite training for 2 weeks in Ithaca NY!</b></p><p><b>
Job Responsibilities include:</b></p><ul><li>
Maintain professionalism while answering calls and answering questions from the community regarding primary care needs and COVID testing.</li><li>
Comfort talking with patients on the phone and navigating registration website/EMR simultaneously.</li><li>
Ability to provide patient results and messages from providers, proper transfer to clinical team as necessary.</li><li>
Ability properly escalate calls to management team as necessary.</li><li>
Outbound calling to patients/offices to provide continuity of care.</li><li>
Ability to think critically.</li><li>
Ability to type quickly and accurately.</li><li>
Ability to navigate multiple screens and computer systems.</li><li>
Other tasks and duties as assigned.</li></ul><p><b>
Requirements:</b></p><p>
Education - High School Diploma or GED.</p><p>
Experience - Comfortable multi-tasking. Medent or Epic Experience preferred.
</p><p>Customer service experience preferred. Call center experience preferred.</p><p>
Licensure - none required.</p><p>
Physical Requirements - must be able to remain in a stationary position 50% or more of the time. Must be able to exchange accurate information. May occasionally need to move light objects up to 20 pounds.</p><ul><li>
= Essential functions</li></ul><p>
At this time Cayuga Health System will not sponsor a new applicant for employment authorization for this position.</p><p>
If you are interested in applying for this position and you require an accommodation, please contact Cayuga Health System at <b>hr@cayugamed.org</b></p><p><b>
Cayuga Health System Commitment to Diversity, Equity &amp; Inclusion</b></p><p>
Cayuga Health System commits to treating all people with dignity so that everyone who comes to us is safe, cared for, and respected. We will support the growth of our employees and the health of our community by embracing the rich diversity of social and cultural identities, needs, and life circumstances of all people. We strive to recognize and overcome personal biases and systemic policies that marginalize others and contribute to disparities in healthcare access, equitable care, and good health outcomes.</p><p>
Cayuga Health is dedicated to our vision for diversity, equity, and inclusion. As we strive towards our vision, we welcome the opportunity to work alongside a diverse range of employees.</p></div>

Call Center Team Member

TopDog Law

<div><h2 class="jobSectionHeader"><b>The Opportunity: Join TopDog Law and Build Something Meaningful</b></h2><p>
This role is an opportunity to:</p><ul><li>
Join a rapidly growing national firm at a formative stage</li><li>
Make a visible, measurable impact on a rapidly growing business</li><li>
Grow your skills, responsibility, and influence as the firm scales</li><li>
Work alongside high-caliber, mission-driven teammates who care deeply about doing great work</li></ul><p>
We are looking for people who don&rsquo;t just want a job, they want purpose and impact.</p><h2 class="jobSectionHeader"><b><br>
What You&rsquo;ll Do</b></h2><p><b>
Platform Ownership &amp; Administration</b></p><p>
Serve as primary administrator for Genesys Cloud CX</p><ul><li>
Design, configure, and maintain:</li><li><div><ul><li>
Architect flows (IVR, routing logic, call flows)</li><li>
Skills-based routing and queue strategy</li><li>
DID strategy and call routing design</li><li>
Outbound campaigns and dialer configuration</li><li>
Messaging (SMS, web chat, email, social)</li><li>
Manage user provisioning, roles, permissions, and security settings.</li><li><div><ul><li>
Maintain system documentation and change logs.</li></ul></div></li></ul></div></li></ul><p><b>
Contact Strategy &amp; Routing Optimization</b></p><p>
Partner closely with Operations, Workforce Management, and Leadership to optimize contact center performance.</p><ul><li>
Designing routing strategies that support business priorities</li><li><div><ul><li>
Conversion Rates</li><li>
Service levels</li><li>
Occupancy</li><li>
Queue performance</li><li>
Abandonment rates</li></ul></div></li><li>
Design routing logic aligned with business priorities (e.g., catastrophic cases, language-based routing, escalation logic).</li><li>
Implement test-and-learn frameworks for IVR and routing improvements.</li></ul><p><b>
Integrations &amp; Systems Architecture</b></p><p>
Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including:</p><ul><li>
Salesforce (Service Cloud and CRM integrations)</li><li>
Marketing platforms</li><li>
Case management systems (e.g., Filevine)</li><li>
SMS providers and other third-party vendors</li></ul><p><b>
Responsibilities include:</b></p><ul><li>
Supporting API-based integrations and webhook configurations</li><li>
Partnering with internal IT teams and implementation vendors on system enhancements</li><li>
Ensuring reliability and scalability of the platform architecture</li></ul><p><b>
AI &amp; Automation</b></p><ul><li>
Configure and manage:</li><li><div><ul><li>
Agent Assist tools</li><li>
AI routing</li><li>
Speech and text analytics</li><li>
Journey orchestration</li></ul></div></li><li>
Identify automation opportunities to reduce handle time and improve CX.</li></ul><p><b>
Compliance &amp; Risk Management</b></p><ul><li>
Ensure TCPA, HIPAA/PII, and industry compliance within routing and recording configurations.</li><li>
Maintain call recording policies and retention settings.</li><li>
Support audit and legal review requests.</li></ul><p><b>
Reporting &amp; Analytics</b></p><ul><li>
Build and maintain Genesys dashboards</li><li>
Support executive reporting needs.</li><li>
Partner with Data Engineering to ensure seamless integration between Genesys and our internal data warehouse.</li><li>
Partner with BI teams for data extraction and warehouse feeds.</li><li>
Identifying opportunities to improve systems, processes, or outcomes&mdash;not just following existing playbooks</li></ul><p>
At TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work.</p><h2 class="jobSectionHeader"><b>
How This Role Drives the Business</b></h2><p>
We are seeking a highly skilled and strategic lead, Contact Strategy Platforms to implement, administer, and continuously optimize our Genesys Cloud CX platform and our Salesforce omnichannel messaging environment (Twilio).</p><p></p><p><br>
This role is responsible for the architecture, configuration, performance, and ongoing improvement of our contact center technology ecosystem, including voice, digital channels, AI capabilities, and integrations with Salesforce and other enterprise systems.</p><p></p><p><br>
The lead will serve as the technical owner of our contact strategy platforms (CCaaS and UCaaS) and act as a strategic advisor to Operations, Workforce Management, Quality, Marketing, and Executive Leadership.</p><p></p><p><br>
This is a mission-critical role supporting a rapidly scaling, multi-site, omnichannel contact center environment.</p><p></p><p><br>
This role is critical to our success because it:</p><ul><li>
Directly impacts [clients / revenue / case outcomes / team efficiency]</li><li>
Supports speed, quality, and consistency as we scale</li><li>
Helps protect and elevate the TopDog Law brand and client experience</li><li>
Strengthens the foundation needed to grow responsibly and sustainably</li></ul><h2 class="jobSectionHeader"><b>
What Success Looks Like</b></h2><p>
Within your first 6&ndash;12 months, success in this role looks like:</p><ul><li>
You consistently deliver on commitments with minimal oversight</li><li>
You proactively identify issues and propose solutions</li><li>
Your work raises the bar for quality, clarity, and follow-through</li><li>
You are viewed as a reliable, trusted partner by teammates and leaders</li><li>
You contribute positively to team energy, morale, and momentum</li></ul><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><p><b>
Required:</b></p><ul><li>
5+ years of hands-on administration and architecture experience with Genesys Cloud CX in a production contact center environment.</li><li>
Deep expertise designing and maintaining Architect flows, including IVR logic, advanced routing strategies, error handling, data actions, and flow optimization.</li><li>
Proven experience building and managing complex routing strategies, including skills-based routing, priority routing, overflow strategies, and multi-queue environments.</li><li>
Experience configuring and managing outbound dialing campaigns, including campaign management, contact list strategy, pacing modes, compliance settings, and performance optimization.</li><li>
Strong experience integrating Genesys Cloud CX with Salesforce or other CRM platforms, including screen pops, data actions, API integrations, and workflow automation.</li><li>
Experience administering omnichannel contact center environments, including voice, SMS, chat, and email routing.</li><li>
Strong working knowledge of contact center operations and performance metrics, including Service Level, Occupancy, AHT, Abandonment Rate, and Workforce Management principles.</li><li>
Working knowledge of API integrations, webhooks, and third-party platform integrations.</li><li>
Demonstrated ability to partner with operations, workforce management, and executive leadership to translate business requirements into technical contact routing strategies.</li></ul><h3 class="jobSectionHeader"><b>
Nice to Have:</b></h3><ul><li>
Genesys Cloud CX Certification (Professional or Architect level preferred)</li><li>
Experience implementing AI-driven contact center capabilities, such as Agent Assist, AI routing, speech analytics, or journey orchestration</li><li>
Experience working in regulated environments (legal, healthcare, finance)</li><li>
Experience with Salesforce Service Cloud integrations</li><li>
Experience with data warehouse integrations and BI reporting environments</li><li>
Strong communication skills&mdash;written and verbal</li><li>
Ability to think critically, prioritize effectively, and execute with speed</li></ul><ul><li>
Experience in a fast-growing or high-volume environment</li><li>
Comfort with ambiguity and evolving systems</li><li>
Experience in legal, professional services, or client-centric organizations</li></ul><h2 class="jobSectionHeader"><b>
About TopDog Law</b></h2><p>
TopDog Law is a nationally scaling, fully-integrated, personal injury law firm built for impact, excellence, and growth. We own the client experience end-to-end, from marketing and intake through litigation, because we believe how we do the work matters just as much as what we achieve.</p><p>
We are building a high-performance, high-trust, no-ego culture where talented people do meaningful work, grow quickly, and take pride in what they build together. This is not a legacy law firm. This is a rocket ship, and we&rsquo;re assembling the team that will take it to the next level.</p><p>
If you thrive in fast-moving environments, love taking ownership and being held accountable, and want to be part of something you can help shape, not just maintain, you&rsquo;ll feel right at home here.</p><p></p><p><b><br>
Our Story</b></p><p>
TopDog Law is not your typical law firm. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike.</p><p>
Over the past three years, we&rsquo;ve grown 2&ndash;3x year over year, setting a new standard on the marketing side of the personal injury space and proving what&rsquo;s possible when strategy, speed, and execution align. Now, we&rsquo;re applying that same discipline and innovation to law firm operations, case management, and execution as we scale nationally and fully integrate.</p><p>
We are intentionally building the infrastructure, systems, and teams needed to scale at a national level&mdash;without sacrificing quality, culture, or accountability. This is still the early stage of that journey, which means the people who join now have a real opportunity to help shape how the firm operates for years to come.</p><h2 class="jobSectionHeader"><b>
Who Thrives Here</b></h2><p>
We don&rsquo;t hire based on resumes alone. We hire for competence, character, and mindset.</p><p>
You will thrive at TopDog Law if you:</p><h3 class="jobSectionHeader"><b>
Embrace Change</b></h3><ul><li>
You have a growth mindset and seek continuous improvement</li><li>
You welcome feedback and adapt quickly</li><li>
You ask &ldquo;What&rsquo;s next?&rdquo; rather than &ldquo;That&rsquo;s not my job&rdquo;</li></ul><h3 class="jobSectionHeader"><b>
Are Committed to the Organization</b></h3><ul><li>
You care deeply about doing great work</li><li>
You have your teammates&rsquo; backs</li><li>
You&rsquo;re here to build something meaningful and long-lasting</li></ul><h3 class="jobSectionHeader"><b>
Bring an Upbeat, No-Ego Energy</b></h3><ul><li>
You show up positive, professional, and solutions-oriented</li><li>
You enjoy the work and respect the people around you</li><li>
You leave drama, negativity, and ego at the door</li></ul><h3 class="jobSectionHeader"><b>
Take Ownership</b></h3><ul><li>
You do what you say you&rsquo;ll do</li><li>
You follow through and communicate early when something&rsquo;s off track</li><li>
You treat the business like it&rsquo;s yours</li></ul><h2 class="jobSectionHeader"><b>
Fast &amp; Hungry</b></h2><ul><li>
You move with urgency and sound judgment</li><li>
You prioritize progress over perfection</li><li>
You thrive in fast-paced, high-expectation environments</li><li>
You seek feedback, stretch assignments, and more responsibility</li><li>
You&rsquo;re motivated by growth, impact, and building something bigger than yourself</li></ul><h2 class="jobSectionHeader"><b>
Why TopDog Law</b></h2><ul><li>
Real growth: As the firm grows, so do opportunities for advancement and leadership</li><li>
High standards, real support: Clear expectations, coaching, and accountability</li><li>
Culture that matters: Trust, respect, speed, and integrity, without sacrificing humanity</li><li>
Meaningful work: Helping people through some of the hardest moments of their lives</li></ul><h2 class="jobSectionHeader"><b>
Ready to Build With Us?</b></h2><p>
If you&rsquo;re excited by ownership, accountability, growth, and the chance to help build something exceptional from the ground up - we&rsquo;d love to hear from you.</p><p>
Apply today and help shape the future of TopDog Law.</p><b><br>
The pay range for this role is:</b><br>
90,000 - 110,000 USD per year(Remote (United States))</div>

Contact Center Platform Lead

bankfab

<div><div>Job Description</div>
<div>
<p><b>General functional responsibilities:
</b></p><ul><li>Provide visionary leadership to cross-functional technology teams, fostering a culture of innovation and agility.
</li><li>Continuously benchmark against industry best practices and emerging technologies to maintain competitive advantage.
</li><li>Ensure robust IT governance, risk management, and compliance with internal and external regulations
</li><li>Foster collaboration with enterprise architecture, security, infrastructure, and other IT domains.
</li>Track and report on key scorecards indicators (KPIs) including Audit and RISK items.<br>
<li>
<br>
</li></ul><p><b>Role specific responsibilities:
</b></p><ul><li>Lead the strategy, design, and delivery of all Contact Center Technology platforms including Voice Video and Chat
</li><li>Ensure seamless integration of Contact Center Technology Platform with core banking systems, digital channels, and customer data platforms.
</li><li>Oversee the modernization and transformation of legacy systems to cloud-native or hybrid architectures.
</li><li>Drive the implementation of omnichannel capabilities to enable consistent and personalized customer interactions.
</li><li><p>Collaborate with business units to define platform requirements, prioritize enhancements, and deliver value-driven solutions.<br>
<br>
</p><p><b>Core competencies required (Exp Overall : 12+ Years, Banking 8+ Years):
</b></p></li><li>Customer Engagement Technology Expertise: Deep knowledge of contact center technologies.
</li><li>Omnichannel Integration: Ability to design and manage integrated customer journeys across physical and digital touchpoints.
</li><li>Platform Architecture &amp; Scalability: Experience in building scalable, resilient, and secure Contact Center Technology.
</li><li>Vendor &amp; Partner Management: Strong experience in managing third-party technology providers and service integrators.
</li><li>Leadership &amp; Collaboration: Strong leadership, communication, and stakeholder management skills across business and IT functions.</li></ul></div></div>
<br><div><div>Responsibilities</div></div><div></div>
<br><div><div>Qualifications</div></div><div></div>
<br><div><div>About Us</div>
<div><div><b>About Us:<br>
</b></div><div></div><br>
<div>First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.<br>
</div><div></div><br>
<div><b>Life at FAB:<br>
</b></div><div></div><br>
<div>Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to &quot;Grow Stronger.&quot; We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization<br>
</div><div></div><br>
<div><b>Career Development:<br>
</b></div><div></div><br>
<div>FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.<br>
</div><div></div><br>
<div><b>Our Values:<br>
</b></div><div></div><br>
<div>At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.<br>
</div><div></div><br>
<div>Join our team and be part of a journey to shape the future of banking.</div></div></div><div></div>

Senior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role

Scaleup Connect

<p>Call Center Manager</p><ul><li><b>Location:</b> Lahore, Punjab, Pakistan</li><li><b>Job Type:</b> Full-time</li><li><b>Work Mode:</b> On-site</li><li><b>Schedule:</b> Monday to Saturday, 9:30 AM &ndash; 6:00 PM</li><li><b>Gender Preference:</b> Male</li></ul><p><b>About the Role</b></p><p>Scaleup Connect is hiring a Call Center Manager on behalf of its client. We are looking for an experienced operations leader responsible for overall call center performance, including team management, service quality, KPI achievement, customer satisfaction improvement, and cost control &mdash; ensuring efficient and stable day-to-day operations.</p><p><b>Key Responsibilities</b></p><ul><li>Oversee daily call center operations and ensure SLA compliance</li><li>Define and monitor KPIs such as call answer rate, response time, and customer satisfaction</li><li>Manage and train agents and team leaders to continuously improve performance</li><li>Optimize call handling processes to enhance efficiency and customer experience</li><li>Handle escalated customer complaints and critical issues</li><li>Coordinate with sales, technical, and other departments</li><li>Control operational costs and improve resource utilization</li><li>Prepare regular reports and improvement plans</li></ul><p><b>Requirements</b></p><ul><li>Diploma or above &mdash; Bachelor's degree preferred</li><li>At least 4 years of call center experience, with 2+ years in a managerial role</li><li>Familiar with call center KPIs and SLAs</li><li>Strong leadership and communication skills</li><li>Ability to work under pressure and solve problems effectively</li><li>Proficient in MS Office and call center systems</li><li>Good command of English (working proficiency required)</li></ul><p><b>Preferred Qualifications</b></p><ul><li>Experience in e-commerce, after-sales, or technical support call centers</li><li>Experience managing multilingual teams (English + Urdu) is a plus</li><li>Familiarity with CRM systems such as Salesforce</li></ul><p>Pay: Rs120,000.00 - Rs150,000.00 per month</p><p>Work Location: In person</p>

Call Center Manager

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