Manager Complaint Management

3 weeks ago


Islamabad, Islamabad, Pakistan Zong CMPak Ltd Full time

Position: Manager Complaint Management & Analytics

Department: Customer Experience Management

Location: Islamabad

Reports To: Deputy Director Customer Experience Management

Job Purpose:

  • Manager Complaint Management & Analytics will be responsible for overseeing high level complaint resolution & satisfaction KPIs along with ensuring customer satisfaction by monitoring and analyzing key performance indicators (KPIs) e.g., CPM, CRR, CRS & TAT. Selected candidate will also be responsible to evaluate departmental standings and achievements for compliant handling and resolution.
  • This role will be responsible for overseeing the entire complaint resolution lifecycle, from initial receipt to final resolution and will be expected to monitor each stage/step for efficiency, accuracy and customer centricity. This role demands a strategic mindset, a data-driven approach and strong stakeholder management skills to effectively evaluate complaint management performance, identify weakness and effectiveness of complaint insights and analytics.

Key Responsibilities:

  • Manage the end-to-end complaint resolution process to ensure high customer satisfaction and timely resolutions
  • Monitor and evaluate KPIs such as Complaint Per Million (CPM), Customer Resolution Satisfaction (CRS), Complaint Resolution Rate (CRR) and Turnaround Time (TAT) to drive continuous improvement
  • Track and report departmental, HQ, and regional performance trends to identify patterns and areas for improvement
  • Conduct in-depth analysis of Monthly, Quarterly and Annual KPIs to assess resolution efficiency, customer satisfaction levels and operational performance
  • Develop and present detailed reports on complaint management performance to senior management, highlighting key insights and recommendations
  • Collaborate with cross-functional teams to enhance complaint resolution processes and align strategies with customer satisfaction goals
  • Ensure compliance with company policies, regulatory standards and service level agreements
  • Implement corrective actions based on KPI analysis to improve customer satisfaction and complaint resolution efficiency
  • Lead the development and implementation of new analytical tools and methodologies to enhance reporting accuracy and insight generation
  • Identify opportunities for automation and digital transformation within the complaint management process
  • Facilitate regular training and knowledge-sharing sessions to improve analytical capabilities of the complaint management teams

Qualifications and Experience

  • Bachelor's degree in Business Administration, Statistics, Data Analytics, or a related field. Master's degree preferred.
  • Minimum of 5-7 years of experience in complaint management, customer service, or data analytics.
  • Strong knowledge of complaint resolution processes, customer satisfaction metrics, and performance management frameworks.
  • Proficiency in data analytics tools such as Excel, SQL, Power BI, or similar platforms.
  • Excellent communication, problem-solving, and stakeholder management skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Proven track record of driving performance improvement through data-driven decision-making.

Key Competencies

  • Analytical Thinking
  • Customer Focus
  • Communication & Presentation Skills
  • Problem Solving
  • Collaboration
  • Attention to Detail
  • Project Management
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