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Inbound Floor Manager Faysal Bank Limited More jobs from this company

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Job Title:		Inbound Floor Manager
Category:		Accounts
Total Positions:		1
Job Location:		Lahore
Gender:		Male
Age:		30 to 40 years
Minimum Education:		Bachelors
Career Level:		Experienced Professional
Minimum Experience:		4 Years
Salary Range:		PKR 125,000 to 200,000 per Month
Apply By:		Jun 19, 2025

Job Description:

To supervise the Team Leaders on the inbound floor and ensure effective management of Officers-Inbound.
To ensure that service levels (SL) and other key performance indicators (KPIs) such as Average Talk Time (ATT), After Call Work (ACW), and Auxiliary time (AUX) are consistently met.
To monitor call queues to ensure optimal call distribution and prevent delays, ensuring maximum calls are answered within the stipulated time frame.
To ensure the inbound contact center is running smoothly and efficiently on a 24/7 basis, making operational adjustments as required to maintain high service standards.
To use call performance metrics and reports to analyze team and individual performance, identifying areas of improvement and setting actionable goals.
To ensure that MIS reports and performance scorecards are regularly reviewed, and key metrics are met or exceeded.
To identify trends in performance data and propose strategies to improve efficiency, reduce operational issues, and boost customer satisfaction.
To regularly review IVR system performance and propose changes to improve customer engagement and satisfaction.
To identify risks that could impact smooth operations and implement mitigation strategies to overcome these challenges.
To handle escalated customer queries and ensure timely resolution, working closely with the relevant internal teams to facilitate issue resolution.
To continuously review and assess operational workflows to ensure maximum efficiency and customer satisfaction.
To collaborate with other departments within the bank to ensure smooth operations and alignment on service delivery expectations.
To ensure consistent and accurate information flow between departments and across the contact center teams, enabling seamless customer interactions.

Customer Experience and Satisfaction

To focus on enhancing customer experience through continuous process improvements, training, and efficient team management.
To identify customer pain points through feedback and implement changes to improve service delivery and customer satisfaction.
To work with the Complaint Management Unit (CMS) to ensure timely resolution of customer complaints and feedback.

Personal & People Management

To foster an environment of teamwork and engagement within the inbound floor, focusing on achieving operational targets and developing employee potential.
To lead, motivate, and provide guidance to the Team Leaders, fostering a positive and results-driven work environment.
To provide regular coaching and mentoring to Team Leaders and Officers-Inbound to ensure a motivated and engaged workforce.
To conduct regular performance evaluations for Team Leaders and ensure effective feedback and development plans for Officers-Inbound.
To ensure that Team Leaders provide proper coaching, performance reviews, and feedback to Officers-Inbound.
To develop and implement training and coaching plans to improve team and individual performance.
To monitor the well-being of team members and intervene where necessary to manage any potential performance or behavioral issues.

Compliance and Quality Assurance

To ensure that the Contact Center adheres to all Bank policies, SBP regulations, and internal processes.
To work with the Quality Assurance team to ensure regular quality calibration sessions for Team Leaders to ensure call handling meets the expected standards.
To ensure that all processes are compliant with the Inbound Policy and Procedures Manual and are updated in accordance with regulatory changes and best practices.
To ensure that the business continuity plan for the inbound contact center is regularly updated and tested.

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.