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.