National Bank of Pakistan Careers: Call Center Opportunities

Further Details

National Bank of Pakistan, a leading government entity, is announcing career opportunities for experienced individuals in its Call Center department. These positions are crucial for enhancing customer service and operational efficiency within the bank. We are looking for dedicated professionals who can contribute to the bank's mission of supporting financial well-being and sustainable growth. This is a chance to join a well-established institution and build a rewarding career. Explore these openings for roles that demand strong communication and problem-solving skills, offering a platform for professional advancement within the Pakistani banking industry.

National Bank of Pakistan Career Opportunities

The National Bank of Pakistan, a cornerstone of the nation's financial sector, is extending an invitation for talented individuals to join its esteemed organization. This is a significant opportunity for those seeking to contribute to the country's economic progress and build a robust career within a leading government bank.

We are dedicated to providing a stimulating and supportive work environment, fostering professional growth, and offering attractive remuneration packages. If you meet the specified eligibility criteria and are eager to excel in a customer-focused role, we encourage you to explore these openings.

These positions represent a chance to become part of a reputable institution committed to service excellence and innovation. Join us in shaping the future of banking and making a tangible difference.

Key Positions Available:

• Call Center (AVP / VP)
• Supervisor - Call Center (OG - II / OG - I)

Essential Requirements:

• Minimum Graduation or equivalent from a recognized university.
• Master's degree or relevant diploma/certification preferred for AVP/VP role.
• Minimum 06 years of experience for AVP/VP, with 03 years in a supervisory role.
• Minimum 03 years of experience for Supervisor role in a Financial Institution.
• Strong communication, analytical, and problem-solving skills.
• Proficiency in MS Office and knowledge of banking operations.

Job Details:

Sr.#	Job Title	Required Qualifications	Location	Experience	Salary Range	Vacancies	Age Limit
01	Call Center (AVP / VP)	Bachelor / Master / Diploma	Karachi & Islamabad	Minimum 06 years	Contractual basis	Not Specified	Not Specified
02	Supervisor - Call Center (OG - II / OG - I)	Bachelor / Master / Diploma	Karachi & Islamabad	Minimum 03 years	Contractual basis	Not Specified	Not Specified

Explore these National Bank of Pakistan jobs Karachi & Islamabad with competitive benefits.

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

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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