National Bank of Pakistan Careers 2026: Call Center Management Positions in Karachi & Islamabad

The Nation’s Bank, National Bank of Pakistan, aims to support the financial well-being of the nation while enabling sustainable growth and inclusive development through its wide local and international network of branches. As one of the leading and largest banks in Pakistan, NBP is contributing significantly to socioeconomic growth in the country, with an objective to transform the institution into a future-fit, agile, and sustainable bank.

In line with its strategy, the Bank is looking for talented, dedicated, and experienced professionals for the following positions in the area of Operations.

Open Positions

1. Manager Quality Assurance – Call Center (OG-I)

Reporting to: Unit Head – Call Center Place of Posting: Karachi & Islamabad

Educational/Professional Qualification:

Minimum graduation or equivalent from a local or international university/college/institute recognized by the HEC of Pakistan.
Candidates with a Master’s degree or any professional degree/certification will be preferred.

Experience:

Minimum 4 years of working experience in a call center of financial institution(s), including at least 2 years in Quality Assurance and/or Service Quality Control or a similar function.

Skills/Expertise Required:

Good oral and written communication skills in English and Urdu.
Strong analytical and mentoring skills with the ability to provide constructive feedback.
Proficient in MS Office (Word, PowerPoint, and Excel).
Ability to work in multiple shift timings.

Key Responsibilities:

Ensuring quality assurance officers perform as per their assigned roles.
Reviewing agents’ and supervisors’ quality assessment and performance reports, and providing summaries to the Head of Call Center.
Updating QAOs on new instructions covering product specifications, processes, and governance.
Providing feedback via post-monitoring annotations and coordinating with regulators, including SBP and NIFT, for expansion of clearing services.
Developing weekly/monthly QA reports and feedback log reports for the Floor Manager.
Improving the skill sets and knowledge base of QAOs to enhance productivity and expertise.
Performing other assignments as directed by supervisors.

2. Workforce Manager – Call Center (OG-I)

Reporting to: Unit Head – Call Center Place of Posting: Karachi & Islamabad

Educational/Professional Qualification:

Minimum graduation or equivalent from a local or international university/college/institute recognized by the HEC of Pakistan.
Candidates with a Master’s degree or any professional degree will be preferred.

Experience:

Minimum 4 years of working experience in a call center of financial institution(s), preferably managing teams of supervisors and call center agents, including people management experience or a similar role.

Skills/Expertise Required:

Excellent leadership and people management skills.
Good oral and written communication skills in English and Urdu.
Proficient in MS Office (Word, PowerPoint, and Excel).
Proactive in managing call center agents’ scheduling, absenteeism, and attrition.
Ability to work in multiple shift timings.

Key Responsibilities:

Supporting the Head of Call Center in planning activities and timely provision of reports.
Forecasting incoming/outgoing call volumes to establish and dedicate teams of supervisors and agents.
Coordinating with supervisors to manage day-to-day call center floor activities.
Scheduling staff around forecasted contact volumes.
Managing business-as-usual and intraday operations during unexpected volume spikes or absenteeism.
Following the Business Continuity Plan (BCP) during unusual circumstances.
Setting and managing KPIs for team members.
Assessing staff productivity, attendance, and internal control effectiveness, including sample call recording retrieval and periodic CCTV review.
Developing MIS reports related to dashboards, monthly billings, and service levels.
Performing other assignments as directed by supervisors.

Assessment Test / Interview

Only shortlisted candidates who strictly meet the above-mentioned basic eligibility criteria will be invited for a test and/or panel interview(s).

Employment Type

The employment will be on a contractual basis for three years, which may be renewed at the discretion of the management. Selected candidates will be offered a compensation package and other benefits as per the Bank’s policy/rules.

How to Apply

Interested candidates may visit www.sidathyder.com.pk/careers and apply online within 10 working days from the date of publication of this advertisement, following the given instructions. Applications received after the due date will not be considered under any circumstances. No TA/DA will be admissible for test/interview.

National Bank of Pakistan is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of gender, religion, or disability.

Apply online at www.sidathyder.com.pk/careers within 10 working days of this advertisement’s publication date.