Director of Banking Contact Center Operations

Fulcrum Pvt. Limited · Karachi division, Pakistan

Fulcrum Pvt. Limited, a banking industry client, seeks an experienced Head of Contact Centre to lead multi-channel operations in Karachi. You will oversee a 10,000+ monthly interactions program, manage outsourced partnerships, and drive improvements in FCR, CSAT, and SBP compliance.

You will implement workforce planning, QA frameworks, and digital transformation initiatives across voice, video, chat, email and social channels, while maintaining service levels and cost efficiency.