UBL, a renowned entity in Pakistan’s banking and financial landscape, is delighted to unveil our latest career opportunities as part of our expanding footprint across various cities. Currently, we are actively seeking individuals to join our inbound call center, enriching our customer service endeavors. This recruitment endeavor reflects our steadfast commitment to upholding the utmost service standards, in harmony with the contemporary job landscape in Pakistan for 2024.
Specifically, we are on the lookout for competent candidates for the Assistant Manager – Inbound Voice (Team Leader) role at the UBL Contact Center. This role serves as an exceptional gateway for those aspiring to advance their careers in the banking sector, especially for individuals keen on becoming part of the UBL family and contributing to our hallmark customer service standards. The significance of this position lies in its pivotal role in ensuring the fulfillment of our customers’ needs and expectations, thereby playing a crucial part in our contact center operations.
**Job Location:** Multiple Cities
**Minimum Education:** Bachelor’s Degree
**Minimum Experience:** 1 – 2 Years
**Apply By:** 15-MAY-24
**Posted On:** 26-APR-24
**Eligibility Criteria:**
– Minimum Bachelor’s degree from an HEC Recognized Institute / University
– Experience of 1 to 2 years in a customer service role, preferably within a contact center environment
– Demonstrated leadership and team management prowess, coupled with the ability to inspire and nurture a high-performing team
– Proficiency in communication and interpersonal skills, facilitating effective interaction with customers, team members, and senior management
– Exceptional problem-solving and decision-making acumen, focusing on delivering solutions aligning with both customer needs and business objectives
– Proficiency in Microsoft Office suite and Contact Center software applications
**Key Responsibilities:**
1. **Team Management:** Supervise and support a team of inbound customer service representatives to ensure the delivery of top-notch service.
2. **Performance Monitoring:** Analyze and monitor team performance metrics, such as call volume, response time, and customer satisfaction scores, to pinpoint areas for enhancement and implement necessary corrective measures.
3. **Training and Development:** Develop and execute training programs to enhance the skills and knowledge of team members, ensuring their adeptness in handling customer inquiries proficiently.
4. **Quality Assurance:** Conduct routine quality assurance audits to ensure adherence to bank standards regarding professionalism, accuracy, and compliance in customer interactions.
5. **Escalation Management:** Handle escalated customer inquiries and complaints promptly and professionally, delivering resolutions and ensuring customer contentment.
6. **Process Improvement:** Identify avenues for process streamlining and efficiency enhancement within the inbound voice department, collaborating closely with cross-functional teams to implement effective solutions.
7. **Reporting:** Prepare and present regular reports on team performance, key metrics, and operational concerns to senior management.
Interested candidates meeting the aforementioned eligibility criteria are encouraged to apply before the stipulated deadline. Embark on this journey with us to establish new benchmarks in customer service excellence within Pakistan’s banking sector.
**Job Details:**
– **Job Type:** Full-time
– **Address:** Pan Pakistan
– **City:** Multiple Cities
**Requirements:**
– **Minimum Qualification:** Bachelor’s Degree
– **Experience:** 1+ Year
– **Deadline:** 15 May, 2024
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