Institute of Business & Technology Biztek :: Career Development Office


Inbound Team Leader Faysal Bank Limited More jobs from this company

Job Details

Back to Job Listing

Job Title:		Inbound Team Leader
Category:		Accounts
Total Positions:		4
Job Location:		Lahore
Gender:		Male
Age:		25 to 35 years
Minimum Education:		Bachelors
Career Level:		Experienced Professional
Minimum Experience:		2 Years
Salary Range:		PKR 70,000 to 125,000 per Month
Apply By:		Jun 19, 2025

Job Description:

This is a Shift Base Job, including working on holidays and Paid Extra Sitting depending on the business need
Operational Efficiency and Call Management:
To manage Call influx Team leader will ensure to take Inbound Calls on the business need.

To lead and manage a team of Officers-Inbound, ensuring they deliver high-quality service and meet key performance metrics such as Average Talk Time (ATT), After Call Work (ACW), and Auxiliary Time (AUX).
To provide coaching, mentoring, and support to the Officers-Inbound to enhance their performance and improve customer interactions.
To ensure that the team meets Service Level (SL) targets and maintains high standards of customer service.
To motivate the team to achieve performance goals while maintaining a positive, high-energy work environment.
To monitor the performance of individual Officers-Inbound by reviewing key metrics, including call handling times, first-call resolution, and customer satisfaction scores.
To provide regular feedback to Officers-Inbound, addressing areas for improvement, offering constructive guidance, and setting clear performance objectives.
To conduct one-on-one performance reviews and development discussions to align team members' goals with departmental objectives.
To track and analyze team performance on a daily, weekly, and monthly basis, ensuring targets are met and identifying trends or issues early.
To foster a positive, collaborative, and motivated team culture, promoting high levels of engagement and team spirit.
To recognize and reward exceptional performance through incentive programs or team celebrations to maintain motivation and morale.
To address any performance or behavioral issues within the team promptly, using a constructive and supportive approach.
To conduct regular training sessions and knowledge-sharing activities to ensure that team members are up-to-date on policies, procedures, product offerings, and customer service best practices.
To identify individual and team training needs and work with the Floor Manager to develop targeted training plans for skill enhancement.
To provide ongoing support to Officers-Inbound, helping them develop new skills, improve existing ones, and achieve career development goals.
Ensure to complete all learnings and attend All Mandatory Trainings.
Ensure Data Protection, Client data Confidential Policy and Clean desk Policy.

Operational Efficiency and Call Management:

To ensure that calls are answered in a timely manner and that the team maintains efficient call handling in line with set Service Level Agreements (SLAs).
To oversee the effective management of call queues, ensuring maximum call coverage and minimal wait times for customers.
To collaborate with the Floor Manager to adjust staffing levels, manage breaks, and handle peak demand times to ensure consistent service delivery.
To implement strategies to optimize team performance and ensure customer satisfaction remains high.
To ensure that the team adheres to the Bank’s quality standards and delivers accurate, consistent, and timely information to customers.
To participate in quality calibration sessions with the Quality Assurance team to maintain high standards for customer interactions and resolve any performance discrepancies.
To work with the Complaint Management Unit (CMS) to resolve customer complaints or escalations, ensuring issues are addressed promptly and effectively.

Compliance and Documentation

To ensure that all team members adhere to the Bank’s policies, regulatory guidelines, and internal procedures in handling customer calls.
To stay updated on any changes in policies, procedures, or regulations, and ensure that the team is informed and compliant.
To maintain confidentiality of customer information and ensure that data privacy protocols are followed.
To maintain accurate and up-to-date records of team performance, including call logs, service level data, and training progress.
To generate daily, weekly, and monthly performance reports, providing insights into team performance and trends to the Floor Manager.
To track and monitor key performance indicators (KPIs) for the team and ensure that all service targets are achieved.

Company Information

Company Name: Faysal Bank Limited
Company Description:
Faysal Bank Limited was incorporated in Pakistan on October 3rd, 1994 as a Public Limited Company under the Companies Ordinance, 1984. The Bank’s shares are listed on Pakistan Stock Exchange. Faysal Bank is engaged in Commercial, Retail, Corporate and Islamic banking activities. Barkat is the dedicated Islamic Banking Division of Faysal Bank offering Shariah compliant banking products and services for all segments of the market through its 197 full-fledged Islamic banking branches.

Faysal Bank’s footprint now spreads over more than 120 cities with over 400 (including 197 Islamic) branches. With total assets in excess of PKR 444.5 billion, placing it amongst the significant players in Pakistan’s banking industry. Faysal Bank’s ambition is to provide par excellence service to its customers while meeting their financial needs.

Faysal Bank Limited has been duly licensed as a Commercial Bank by the State Bank of Pakistan (SBP). Barkat, the dedicated Islamic Banking division of Faysal Bank has also been provided the license to operate as a standalone division having separate Islamic operations from conventional. It carries on banking business activities in line with the Banking Companies Ordinance, 1962.