Head Of Call center

The Head of Call Center will oversee all inbound and outbound customer contact operations for a rapidly growing fintech company in Pakistan offering digital lending products. This role is responsible for delivering a high-quality customer experience while ensuring collections, retention, and support targets are met through efficient call center management. The ideal candidate will be a strong leader with proven experience in both customer service and collections within the financial services or telecom sector in Pakistan.

Key Responsibilities:

Strategic Leadership:
- Develop and execute the call center strategy aligned with business goals around customer service and operational excellence.
- Build, scale, and lead high-performing call center teams (in-house or outsourced), including Team Leads, Agents, and QA specialists.
Performance & Compliance Management:
- Monitor daily operations and enforce KPIs like First Call Resolution (FCR), Call Abandonment Rate, NPS, and AHT.
- Ensure compliance with SBP guidelines, SECP rules (if applicable), consumer protection laws, and internal lending policies.
Technology & Process Optimization:
- Oversee the implementation and optimization of call center technologies such as CRM systems, dialers (predictive/manual), IVR, and WhatsApp/SMS tools.
- Drive automation and self-service enhancements for common queries and repayments.
Team Development & Quality Assurance:
- Design and deliver ongoing training programs for staff on communication, regulatory compliance, and soft skills.
- Lead the Quality Assurance process to ensure customer interactions meet internal standards.
Cross-Functional Coordination:
- Collaborate with IT, Collection, Risk, Legal, and Product teams to align on outreach strategies, payment recovery, and dispute resolution.
- Provide regular operational insights and reports to executive leadership.

Qualifications:

Bachelor’s degree in Business Administration, Operations, or a related field (MBA is a plus).
7+ years of relevant experience, with 3+ in a leadership role managing customer contact centers, preferably in fintech, microfinance, or telecom.
Strong understanding of lending operations, particularly digital/payday loan recovery practices in Pakistan.
Familiarity with SBP regulations and data privacy laws (such as the Personal Data Protection Bill).
Experience with platforms such as Twilio, Genesys, Avaya, or local CRM and dialer systems.
Fluent in English and Urdu; proficiency in regional languages is a plus.
Demonstrated ability to manage large teams, meet performance targets, and handle operational risks.

Preferred:

Prior experience working with tech-enabled lending products (e.g., mobile loans, nano-credit).
Hands-on experience managing BPOs or hybrid call center setups across multiple cities.
Strong cultural understanding of local customer behavior and financial literacy challenges.