[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Mashreq Bank jobs](https://jobs.opennash.com/companies/mashreq-bank/) · [Search jobs](/search/) Mashreq Bank · Pakistan # Head of Contact Center- CXCG (Mashreq Bank of Pakistan) Pakistan On-site Executive Customer Support Listed on Mashreq Bank’s official careers site. Posted September 15, 2026. Check that it is still open and apply there. [Apply on Mashreq Bank’s careers site →](https://hcld.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/6764) [OpenNash Jobs](https://jobs.opennash.com/) / [Mashreq Bank](https://jobs.opennash.com/companies/mashreq-bank/) / Head of Contact Center- CXCG (Mashreq Bank of Pakistan) ## Job description ### Leadership & Strategy - Develop and implement the contact center’s strategic roadmap to enhance customer service quality and operational efficiency. - Lead, mentor, and manage a team of supervisors and agents to meet customer support goals. - Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests. - Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction. - Work with cross-functional teams to use the voice of the customer coming at the contact center to improve channel experience, adoption, and overall product customer journeys. ### Operational Management - Manage workforce planning, including forecasting call volumes, chat interactions, staffing requirements, and shift scheduling to ensure optimal resource allocation. - Implement best practices for contact center operations, including call routing, handling protocols, chat responses, and quality assurance procedures. - Ensure compliance with all regulatory and compliance requirements in customer interactions and data handling. ### Customer Experience Enhancement - Drive continuous improvement initiatives to enhance the quality of customer interactions, reducing turnaround times, and increasing first-contact resolution rates. - Consistently improve journeys on digital self-service channels. - Implement customer feedback mechanisms and analyze customer interactions to identify pain points and areas for improvement. - Collaborate with other departments (e.g., IT, Marketing, Product, Compliance) to ensure a cohesive customer experience across all touchpoints. ### Technology & Innovation - Collaborate with IT to ensure the contact center systems (e.g., CRM, telephony, chat platforms) are updated and integrated for seamless operations. - Identify and recommend new technologies and tools (e.g., AI chatbots, predictive analytics) to enhance efficiency and customer service capabilities. ### Reporting & Analysis - Monitor and analyze contact center performance, producing regular reports on key metrics, trends, and areas for improvement. - Develop action plans based on data-driven insights to address operational gaps and enhance customer service delivery. ### Team Development - Lead the recruitment, training, and development of contact center staff to ensure a high-performing, customer-focused team7. - Implement regular training programs to keep agents updated on product knowledge, communication skills, and compliance requirements8. ## At a glance - Posted by the employer: Sep 15, 2026 - First seen by OpenNash: Oct 13, 2026 - Last checked: Oct 20, 2026 - Listed for: 35 days - Location: Pakistan - Work arrangement: On-site[Apply on Mashreq Bank’s careers site →](https://hcld.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/6764) ## More jobs at Mashreq Bank ### [Customer Service Manager](https://jobs.opennash.com/companies/mashreq-bank/jobs/c11e217a713eb063e2ca/) Pakistan ### [AVP - Enterprise Architect.MGN PAK - Tech - Enterprise Architecture.MIT - PAKCOE](https://jobs.opennash.com/companies/mashreq-bank/jobs/0f9ed575b70c069a1140/) Pakistan ### [AVP - Finance Technology.MGN Pak - Corporate Affairs Finance Tech.MIT - PAKCOE](https://jobs.opennash.com/companies/mashreq-bank/jobs/69424e602e6c6b0dd58b/) Pakistan ### [Assistant Manager - AML Transaction Monitoring](https://jobs.opennash.com/companies/mashreq-bank/jobs/d476e064363e8c739478/) Pakistan ### [Assistant Manager - Big Data Administrator.MGN Pak - Digital Data Platforms.MIT - PAKCOE](https://jobs.opennash.com/companies/mashreq-bank/jobs/3042ab43c7bea91471a1/) Pakistan ## Similar jobs at other companies ### [Contact Center Shared Services Representative](https://jobs.opennash.com/companies/hsbc-holdings/jobs/0f72d4944b82ef25a3ee/) HSBC Holdings · Bangalore, Karnataka, India ### [Staff GPSO Contact Center](https://jobs.opennash.com/companies/hsbc-holdings/jobs/0187c55e0ea7a1bc7531/) HSBC Holdings · Jakarta, West Java, Indonesia ### [Contact Center AI Solution Consulting Manager](https://jobs.opennash.com/companies/accenture/jobs/29910f6f6cde86c8c8ce/) Accenture ### [Tech Solutionist - Contact center](https://jobs.opennash.com/companies/bajaj-finserv/jobs/6f742e3051c71890827c/) Bajaj Finserv · Pune Corporate Office - Mantri ### [Cloud Contact Center (Amazon Connect) Consultant - Mexico](https://jobs.opennash.com/companies/accenture/jobs/d6a8046fa8e1af047d72/) Accenture OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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