Join Bank Al Habib as an Inbound Supervisor – 24/7 Operations

Position: Inbound Supervisor (24/7 Operations)
Department: Contact Center
Location: Karachi
Experience Required: 7 to 10 years
Application Deadline: 1st August 2025

Bank Al Habib, one of the leading financial institutions in Pakistan, is looking to expand its team by hiring an Inbound Supervisor for its 24/7 Operations team within the Contact Center. This is an exciting opportunity for experienced professionals to join a dynamic environment and contribute to delivering excellent customer service through efficient management of inbound calls.

Position Overview

As an Inbound Supervisor, you will be responsible for overseeing the operations of the Contact Center during 24/7 shifts. You will ensure the smooth and efficient handling of inbound customer queries and issues, leading a team to provide exceptional customer service. This role involves managing the team, setting performance standards, monitoring call handling, ensuring adherence to procedures, and contributing to continuous improvement efforts.

Key Responsibilities

• Team Leadership & Supervision:
  Lead and supervise a team of contact center agents handling inbound calls, ensuring they meet service level agreements (SLAs) and performance targets.
• Monitor & Evaluate Performance:
  Track key performance metrics such as call volume, response times, customer satisfaction, and issue resolution. Provide feedback to the team to improve performance.
• Ensure Compliance & Quality:
  Ensure that the team adheres to internal policies, procedures, and regulatory requirements. Monitor call quality to maintain high service standards.
• Training & Development:
  Assist in training new agents and provide ongoing coaching to improve skills and knowledge within the team.
• Problem Resolution & Escalation:
  Handle complex customer queries, issues, or complaints that require escalation. Act as the point of contact for unresolved matters.
• Continuous Improvement:
  Identify areas for improvement in processes, customer service, and team efficiency, implementing solutions to enhance service delivery.

Skills & Qualifications

• Experience:
  7 to 10 years of experience, with a strong background in contact center operations, preferably in an inbound supervisory role.
• Education:
  A relevant degree in Business, Communication, or a related field is preferred.
• Leadership & Communication:
  Strong leadership skills, with the ability to motivate and manage a team effectively. Excellent verbal and written communication skills are essential.
• Customer Service Excellence:
  A strong customer-centric mindset, with the ability to ensure high levels of customer satisfaction.
• Problem Solving:
  Ability to quickly resolve customer issues and provide effective solutions.
• Adaptability:
  Ability to work in a fast-paced, 24/7 environment and handle multiple priorities effectively.

Why Join Bank Al Habib?

Bank Al Habib offers a competitive salary and benefits package, along with opportunities for career growth and development. As a part of the Inbound Supervisor team, you will play a pivotal role in ensuring customer satisfaction and driving the success of the contact center.

How to Apply

Interested candidates who meet the qualifications and experience criteria can apply by submitting their application online.

To apply:
Visit the Bank Al Habib careers page at bankalhabib.com/current-openings and submit your resume by 1st August 2025.

Equal Opportunity Employer

Bank Al Habib is an equal opportunity employer. We are committed to promoting a diverse and inclusive work environment. We welcome applications from all qualified individuals, regardless of gender, disability, or background.

Take the next step in your career today by applying for this exciting opportunity at Bank Al Habib. Become a part of a team that values professionalism, excellence, and customer satisfaction.