Key Responsibilities:
Lead and manage the daily operations of the recovery call centre team.
Design and implement efficient calling strategies to improve recovery rates.
Monitor KPIs, performance metrics, and service standards.
Provide ongoing training, coaching, and performance evaluations for agents.
Ensure high levels of team motivation, discipline, and productivity.
Oversee the use of CRM and call monitoring systems for quality control.
Resolve escalated issues and support effective customer interaction.
Coordinate with other departments to streamline recovery workflows.
What We’re Looking For:
Minimum 3–5 years of experience in managing a call centre team, preferably in recovery, collections, or customer service.
Strong understanding of call centre metrics, agent performance management, and operational KPIs.
Excellent verbal and written communication skills in English and Urdu.
Proven ability to lead, coach, and develop teams to meet or exceed targets.
Proficient in CRM systems, call reporting tools, and MS Office.
Ability to work under pressure and deliver results in a fast-paced environment.
✅ What We Offer:
Competitive salary package
A professional and collaborative work environment
Opportunities for growth and development within the Grand City family
Job Type: Full-time
Pay: Rs150,000.00 - Rs175,000.00 per month
Work Location: In person
