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assistant manager, account management

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contact center manager

Mashreq

<div>
 
 Job Purpose
 
 
 
 
 
 
 The Head of Contact Center will lead, manage, and optimize the operations of the bank's contact center, which includes both voice and chat support channels. The role will be responsible for ensuring exceptional customer experience, driving operational efficiency, and achieving service level targets. This position involves strategic planning, leadership, and direct management to design and execute initiatives aimed at improving customer satisfaction and supporting business growth. The role includes implementing a digital-first approach to ensure customers have effective experiences on digital self-service channels.
 
 
 
 
 Key result Areas
 
 
 
 
 
 <ol>
 <li>
 Develop and implement the contact center&rsquo;s strategic roadmap to enhance customer service quality and operational efficiency.
 </li>
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 Focus on improving the digital adoption of customer service channels and oversee overall satisfaction with experiences provided by live agents and digital platforms.
 </li>
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 Design and own digital self-service journeys like IVR, Chatbot and other digital customer service channels.
 </li>
 <li>
 Manage daily, weekly and monthly reporting for contact center and all digital channels.
 </li>
 <li>
 Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
 </li>
 <li>
 Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
 </li>
 <li>
 Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
 </li>
 <li>
 Work with cross-functional teams to use the voice of the customer coming at the contact center to improve channel experience, adoption, and overall product customer journeys.
 </li>
 </ol>
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 
 <ol>
 <li>
 Bachelor's degree in Business, Management, or a related field; Master's degree is a plus
 </li>
 <li>
 Fluent with excel and power point.
 </li>
 <li>
 Minimum of 8-10 years of experience in contact center management in a banking or financial services environment.
 </li>
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 Strong knowledge of contact center technologies, AI-Bots including CRM, telephony, and chat systems coupled with regulatory requirements.
 </li>
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 Demonstrated leadership skills with experience in managing large teams.
 </li>
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 Strong analytical skills and experience with performance metrics, reporting, and data analysis.
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 Excellent communication and interpersonal skills, with a customer-centric mindset.
 </li>
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 Ability to work under pressure and adapt to changing business needs.
 </li>
 <li>
 Understanding of regulatory requirements related to banking customer service in Pakistan.
 </li>
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 Experience in digital customer support (e.g., chat, social media) is highly desirable.
 </li>
 <li>
 Strong understanding of the banking industry in Pakistan and customer behavior.
 </li>
 <li>
 Proficiency in both English and Urdu; knowledge of other regional languages is an advantage
 </li>
 </ol>
 
 
</div>

Head of Contact Centre (Mashreq Digital Bank of Pakistan)

Mondelēz International

<div>
 
 Job Description
 
 
 
 
 Are You Ready to Make It Happen at Mondel&emacr;z International?
 
 
 
 
 Join our Mission to Lead the Future of Snacking. Make It With Pride.
 
 
 
 You effectively manage consumer contacts to achieve consumer satisfaction and retain consumer loyalty.
 
 
 
 How You Will Contribute
 
 
 
 You will effectively manage consumer contacts to achieve consumer satisfaction and retain consumer loyalty, help turn voluntary consumer contacts into insights and actions, and oversee the consumer relations operations and lead reporting.
 
 
 
 What You Will Bring
 
 
 
 A desire to drive your future and accelerate your career and the following experience and knowledge:
 
 
 <ul>
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 Contact center management, analysis, customer service, front-end, and operational systems with foundational functional expertise
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 <li>
 Social media operations
 </li>
 <li>
 Recall management
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 Project management
 </li>
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 Thinking strategically, managing projects independently, and being consumer focused
 </li>
 <li>
 Developing people and interpersonal/team building/motivational skills
 </li>
 <li>
 Analytical and quantitative skills
 </li>
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 Communicating effectively, verbally and in writing
 
 
 
 </li>
 </ul>
 
 More About This Role
 
 
 
 
 Education / Certifications:
 
 Bachelor's or Master's in Marketing
 
 
 
 Experience:
 
 Minimum 4 years
 
 
 No Relocation support available
 
 
 
 Business Unit Summary
 
 
 
 Mondel&emacr;z International in the Middle East, North Africa and Pakistan serves the Middle East and Africa markets as well as Australia, New Zealand, the UK and Canada. Headquartered in Dubai, UAE, we have more than 2600 employees working across seven plants and six commercial offices; we make, bake, sell and deliver our products to customers. We are market leaders in key snacking categories with iconic global and local brands including Cadbury Dairy Milk chocolate, Milka, Oreo and belVita biscuits, Barni Cakes,Tang powdered beverage, Chiclets and Trident gum and Halls candy.
 
 
 Mondel&emacr;z International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
 
 
 
 Job Type
 
 
 
 Regular
 
 
 Marketing Excellence
 
 
 Marketing
</div>

Junior Brand Manager, Chocolate, Gulf & New Markets

Standard Chartered

<div>
 
 Job Summary
 
 
 
 This role involves handling inbound calls to assist customers, address their queries and ensure excellent customer service are provided. It also includes providing outbound services or sales calls when required. Strong communication skills and ability to work on holidays are essential for this role.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Handle inbound calls, provide end to end solutions to clients
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 Ensure all client enquires, service request and complaints are handled as per defined processes.
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 To be updated with all contact center process and policies and bank product information.
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 Supporting the client on any client-initiated needs
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 Delivering on transactions, service requests, mobile/online training
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 Fulfill all service needs with maximum first call resolution
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 <li>
 Co-browse with the Client in order to assist in resolving issues
 </li>
 <li>
 Ability to solve problems and close issues without handing over
 </li>
 <li>
 Educate and steer clients for interactions with the bank via online
 </li>
 <li>
 Educate and conduct initial set up for online, ATMs etc where required
 </li>
 <li>
 Suggest solutions Client might potentially need using analytics triggered next-best-conversation;
 </li>
 <li>
 Perform a needs analysis with Clients on receiving calls
 
 
 </li>
 </ul>
 
 Skills And Experience
 
 
 
 <ul>
 <li>
 Call Center Management
 </li>
 <li>
 Empathy and problem-solving
 </li>
 <li>
 Possess customer centric and positive mindset with a can-do attitude
 </li>
 <li>
 Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
 </li>
 <li>
 Effective Communication
 </li>
 <li>
 MS Office
 
 
 </li>
 </ul>
 
 About Standard Chartered
 
 
 
 We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
 
 
 Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
 
 
 
 Together We
 
 
 
 <ul>
 <li>
 Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
 </li>
 <li>
 Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
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 Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 
 In line with our Fair Pay Charter,
 
 we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
 
 
 <ul>
 <li>
 Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
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 <li>
 Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
 </li>
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 Flexible working options based around home and office locations, with flexible working patterns.
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 Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
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 A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
 </li>
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 Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
 </li>
 </ul>
</div>

Contact Center Agent

JTech Solutions

Job DescriptionWe are looking for energetic and confident Call Center Agents with excellent English communication skills to join our US-based campaign team. The ideal candidates should be quick learners, persuasive communicators, and passionate about sales and customer service.Key Responsibilities<ul><li>Handle outbound/inbound calls for international campaigns.</li><li>Communicate effectively with customers in English to promote products and services.</li><li>Achieve monthly sales and performance targets.</li><li>Maintain customer satisfaction and build long-term relationships.</li><li>Record call details and follow up with leads as required.</li></ul>Requirements<ul><li>Excellent spoken and written English is mandatory.</li><li>Prior call center experience (especially US campaigns) is a plus.</li><li>Strong communication and negotiation skills.</li><li>Confident, motivated, and goal-oriented personality.</li><li>Willingness to work in night shift (US timings).</li></ul>Benefits<ul><li>Fixed basic salary + attractive commission &amp; bonuses.</li><li>Monthly performance incentives.</li><li>Friendly and professional work environment.</li><li>Growth opportunities within the company.</li></ul>How to ApplyInterested candidates can apply with their CV or contact us directly. Email: sarim.a.khan92@gmail.com Contact: 0332-3389218Job Type: Full-timePay: Rs25,000.00 - Rs100,000.00 per monthWork Location: In person

Sales Executive

Experts Communication

Experts Communication is looking for a Contact Center Representative (CSR) to join our dynamic team. The ideal candidate should have at least 1 year of experience in a call center or customer service role, with excellent communication, problem-solving, and sales skills.Salary: 35,000 - 55,000 PKR (based on skills and experience) Location: North Nazimabad, Block A, Karachi Shift: 7:00 PM &ndash; 4:00 AMNote: Freshers with good English Communication skills are encouraged to apply.Contact: +92 317 7770002 Email: hr@expertscommunication.netResponsibilitiesHandle inbound and outbound calls professionally Communicate effectively to provide information, support, and sales assistance Resolve customer inquiries and complaints efficiently Meet and exceed monthly sales and performance targets Maintain accurate records of interactions and follow-ups Ensure customer satisfaction and build strong relationshipsRequirements&#10004; Minimum 1 year of call center/customer service experience &#10004; Strong verbal &amp; written communication skills &#10004; Ability to handle objections and close sales confidently &#10004; Self-motivated, target-driven, and eager to learn &#10004; Ability to work the night shift (7:00 PM &ndash; 4:00 AM)Benefits5 working days (Saturday &amp; Sunday off) Competitive salary &amp; performance-based growth (evaluated every 4 months)<ul><li>Five working days (Saturday and Sunday off)</li><li>Uncapped commissions and performance-based bonuses</li><li>Career growth opportunities with promotions every four months based on performance</li><li>Monthly company-sponsored dinners</li><li>Annual picnic and annual grand dinner</li><li>Triannual Rewards</li><li>Health insurance coverage</li></ul>Kickstart your career with Experts Communication and grow in a professional, fast-paced environment!Job Type: Full-timePay: Rs35,000.00 - Rs55,000.00 per monthWork Location: In person

Contact Center Representative

Siemens Energy

<div>
 
 A Snapshot of Your Day:
 
 
 
 As a Field Service &amp; Tooling Manager at Siemens Energy, your day will revolve around overseeing the operational excellence of the Field Service and Tooling center. You will lead the planning and mobilization of field service projects while ensuring adherence to the highest EHS and quality standards. Your role will involve collaborating with various teams to optimize project execution, drive cost efficiency, and foster a culture of continuous improvement and digitalization.
 
 
 
 How You&rsquo;ll Make an Impact:
 
 
 
 <ul>
 <li>
 Functionally Report to the Regional Field Service &amp; Tooling Head.
 </li>
 <li>
 Responsible for Field Service and Tooling center day-to-day operation.
 </li>
 <li>
 Lead and collaborate for field service and tooling planning &amp; mobilization to the projects and coordination with FIN team to complete invoicing cycle.
 </li>
 <li>
 Actively drive and lead to achieve the highest EHS and Quality standards in line with business KPI.
 </li>
 <li>
 Managing department financial budget and forecasting &ndash; own country and regional
 </li>
 <li>
 Main point of contact for all Field Service &amp; tooling support enquiry&rsquo;s both within and outside country.
 </li>
 <li>
 Actively drive cost out and productivity initiatives.
 </li>
 <li>
 Collaboration with Project Management and the Service Operation organization to enhance and optimize regional outage planning.
 </li>
 <li>
 Support project in the planning stage.
 </li>
 <li>
 Flexibility and drive to monitor and support multiple projects simultaneously, proactively give project support and solutions.
 </li>
 <li>
 Focus on digitalization and simplification of processes and practices both in the back office as well as the field.
 </li>
 <li>
 Establishment, develop and maintain global network within Field Service and tooling. This includes the active contribution to Global Field Service and global improvement/implementation projects.
 
 
 
 </li>
 </ul>
 
 What You Bring:
 
 
 
 <ul>
 <li>
 Proven experience in field service management and tooling operations.
 </li>
 <li>
 Strong leadership skills with a focus on collaboration and team development.
 </li>
 <li>
 Financial acumen for managing budgets and forecasting.
 </li>
 <li>
 Commitment to EHS and quality standards in operational practices.
 </li>
 <li>
 Flexibility to support multiple projects and drive digitalization initiatives.
 </li>
 <li>
 Excellent communication skills to serve as the main point of contact for service inquiries.
 
 
 
 </li>
 </ul>
 
 About The Team
 
 
 
 Our Gas Services division offers Low-emission power generation through service and decarbonization. Zero or low emission power generation and all gas turbines under one roof, steam turbines and generators. Decarbonization opportunities through service offerings, modernization, and digitalization of the fleet.
 
 
 
 Who is Siemens Energy?
 
 
 
 At Siemens Energy, we are more than just an energy technology company. With ~100,000 dedicated employees in more than 90 countries, we develop the energy systems of the future, ensuring that the growing energy demand of the global community is met reliably and sustainably. The technologies created in our research departments and factories drive the energy transition and provide the base for one sixth of the world's electricity generation.
 
 
 Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.
 
 
 Find out how you can make a difference at Siemens Energy: https://www.siemens-energy.com/employeevideo
 
 
 
 Our Commitment to Diversity
 
 
 
 Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character &ndash; no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences.
 
 
 
 Rewards/Benefits
 
 
 
 <ul>
 <li>
 Competitive Salary Package
 </li>
 <li>
 Targeted Bonus
 </li>
 <li>
 Opportunities to work on and lead a variety of innovative project
 
 
 
 </li>
 </ul>
 https://jobs.siemens-energy.com/jobs
 
 
</div>

Field Service & Tooling Manager

Mars BPO

Job Description: We are hiring Customer Sales Representatives to join our growing call center team. The ideal candidates will handle outbound calls, communicate with international clients, and promote our services professionally. You will serve as the first point of contact for customers through phone, email, or chat, helping to resolve issues efficiently and professionally.Requirements:<ul><li>Strong English communication skills.</li><li>Confidence in dealing with U.S. customers.</li><li>Work collaboratively with the sales and support team to ensure smooth operations.</li></ul>Fresh candidates with good communication skills are also encouraged to applyWhat We Offer:<ul><li>Competitive salary and performance-based bonuses.</li><li>Professional training and career development.</li></ul>Office Timings:<ul><li>6:00 PM &ndash; 4:00 AM (Night Shift)</li></ul>Office Address: 2nd Floor, Shafi Court, Club Road, Merewether Rd, near Avari Towers, Civil Lines, KarachiWhatsApp Contact: 0319-5002892Job Types: Full-time, FresherPay: Rs35,000.00 - Rs45,000.00 per monthWork Location: In person

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