Executive Customer Operations

4 weeks ago

Karachi, Sindh, Pakistan Pakistan Telecommunication Company Limited Full time
Executive Customer Operations (Doultala)

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Talent Acquisition | Talent & Organizational Development | Total Rewards | HR Transformation | Reporting & Analytics

ARE YOU READY TO RISE WITH PTCL GROUP

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability.

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

  • Be Resilient
  • Think Big
  • Win Every Battle
  • Value Success

IN THIS ROLE YOU WILL

The position is responsible for the achievement and maintenance of key performance indicators (KPIs) including MTTR, MTTP, CHI, quality of installation, team engagement, management, and conversion targets. Focus on reducing registered, repeated, and denied complaints through proactive resolution. Collaborate with relevant agencies to safeguard the PTCL network during developmental activities. Maintain exchange line stability using tools like Nokia Motive, identifying and addressing weak areas. Execute preventive and corrective maintenance projects aligned with quality assurance standards. Ensure data accuracy across GIS mapping, workforce, and subscriber mapping at all network levels (DC/FDH and DP/FAT/NAP). Rigorously follow health and safety guidelines to protect team members, network infrastructure, and related assets.

Key Responsibilities:

  • Ensure to maintain KPIs i.e. MTTR, MTTP, CHI, Quality of Installation, team management, team engagement & and Conversion targets.
  • Lead and manage fiber maintenance teams working continuously 24/7 to address FTTH network issues.
  • Handle OPEX and CAPEX requirements on the SAP.
  • Maintain line stability of exchanges using tools like Nokia Motive & identify weak areas.
  • Coordinate with agencies to protect and safeguard PTCL Network during development activities.
  • Ensure data sanity i.e., GIS Mapping, workforce mapping & subscribers mapping at DC/FDH and DP/FAT/NAP Level.

Qualification:

  • BS/BE(Electrical/ Electronics)/ BS CS from HEC recognized university.
  • Customer Relationship Management
  • Data Analytics and Reporting
  • Operational Excellence

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.

#ExpressYourTalent #ReadyToRise #TayyarHo

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Industries
  • Telecommunications

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