Call Center (AVP / VP) at National Bank of Pakistan Karachi & Islamabad

Further Details

National Bank of Pakistan is now recruiting in Karachi. Apply for the position of Call Center (AVP / VP). The required qualification is Bachelor. This role is within the Banking industry. A bachelor degree is preferred. The application process commenced on 01 June, 2024 via Advertisement Image. Interested and eligible candidates must submit their applications before the deadline on 03 July, 2026. This is a prime opportunity to join a renowned organization. For a step-by-step application guide and full eligibility criteria, please see the official advertisement on https://www.jobseed.pk.

Call Center (AVP / VP) at National Bank of Pakistan

We have an immediate opening for the post of Call Center (AVP / VP). The job location is Karachi & Islamabad.

Key Requirements:

• Qualification: Bachelor
• Experience: 72 months minimum
• Vacancies: 1

This is a fantastic chance to work with a reputed organization and grow professionally.

Skills

• Up-to-date knowledge about regulatory requirements with respect to Call Center / Contact Center management and industry best practices
• Ability to implement process improvement plans
• Strong analytical and problem-solving skills
• Have exposure / required knowledge of digital onboarding, digital payments, self-service banking, and digital business
• Excellent managerial skills
• Have expertise in strategic planning and execution of Call Center / Contact Center-related initiatives / operations
• Good oral and written communication skills in English and Urdu speaking, regional language(s) would be considered as an advantage
• Customer-centric attitude with strong problem-solving ability
• Excellent leadership and people management skills along with customer services / quality assurance background
• Proficient in MS Office (Word, PowerPoint, and Excel)
• Maintain integrity and adherence to ethical standards
• Able to work in different shifts (including nights, weekends, and public holidays)

Duties and Responsibilities:

• To manage floor activities including sending alerts for technical problems causing any potential disruption in the normal conduct of inbound and outbound activities, required surveillance of call agents, maintenance of Service Level Agreement (SLA), call abandon ratio / rate, average talk time and targeted / defined Key Performance Indicators (KPIs) for call center
• To be able to manage teams focused on critical operations, multiple shifts, logistics & administrative tasks and controls, oversight of reviewing performance against assigned Key Performance Indicators (KPIs)
• To manage and maintain operational efficiency by managing call agents / supervisor's placement in calls load, managing team for targeted performance and maintain quality assurance checks
• To facilitate Wing Head - Call Center in responding queries, by providing related MIS(s) and reports as and when required by management
• To manage office expenditures within approved budgets
• To coordinate with other groups in settling out Call Center related issues
• To act as 'focal person' for audit or inspection related activities
• To identify performance gaps and mitigate risks at Call Center by complying with State Bank of Pakistan's guidelines and internal policies covering Call Center operations and management
• To maintain required service standards and attain assigned Key Performance Indicators (KPIs)
• To ensure required support for implementation of strategy with respect to Call Center transformation into a world class contact center
• To liaise with third party service providers and ensure their support as per defined terms and conditions of Service Level Agreement (SLA)
• To perform any other assignment as assigned by the supervisor(s)
• To prepare and share all periodic reports as per needs assessment made by Workforce Manager
• To plan and execute schedule for Call Center agents by allocating adequate resources wherever required
• To ensure that Agents are regularly updated with all the information sent by CRD System, internal processes and required product knowledge
• To apply NBP Product knowledge and key backs, Escalations, Reporting / Data Logging as per requirement
• To guide and support Call Center agents in discharge of their duties / assignment
• To evaluate training needs of Call Center agents for their self-grooming and enhanced productivity
• To continuously monitor the code of conduct of Call Center agents along with timely provision of corrective action
• To conduct performance evaluation of Call Center agents for onward reporting of the same to senior supervisor(s)
• To motivate and create a sense of ownership among reporting resources in order to meet all targets and create healthy competition
• To perform any other assignment as assigned by the supervisor(s)

How to apply

How to Apply for Call Center (AVP / VP):

Interested candidates are invited to apply online through the official careers portal of the National Bank of Pakistan. Please ensure you meet all the eligibility criteria before submitting your application.

• Visit the Website: Navigate to www.sidathyder.com.pk/careers to access the application portal.
• Application Submission: Complete the online application form accurately and submit it within 10 working days from the date of advertisement publication.
• Required Documents: While not explicitly listed, it is advisable to have your updated CV, educational certificates, CNIC, and any relevant professional certifications ready.
• Application Deadline: The last date to apply is 11 June, 2024. Applications received after this date will not be considered.
• Selection Process: Shortlisted candidates will be contacted for an assessment test and/or panel interview.
• Important Note: No TA/DA will be admissible for the test or interview. Explore these Banking jobs in Karachi & Islamabad with competitive benefits. National Bank of Pakistan is an equal opportunity employer and welcomes applications from all qualified individuals.

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