Executive Customer Operations

4 weeks ago

Dera Ismail Khan, Khyber Pakhtunkhwa, Pakistan PTCLal Full time

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

Take ownership of field operations in Taank to support PTCL's business growth through network rehabilitation, infrastructure expansion in dry areas, and customer service excellence. You will play a pivotal role in ensuring operational continuity, improving service KPIs, coordinating with civic authorities, and enabling new customer acquisitions through administrative and technical support.

HOW CAN YOU EXPRESS YOUR TALENT

  • Lead the rehabilitation and enhancement of the fiber/copper network in dry and business-potential areas
  • Achieve installation and sales targets for PSTN, broadband, and IPTV services through proactive planning and follow-up
  • Monitor and improve MTTR (Mean Time to Repair), MTTP (Mean Time to Provision), and CHI (Customer Happiness Index)
  • Conduct monthly performance reviews on key KPIs including repeat complaints, denial cases, gross sales, and revenue
  • Plan and manage underground cable maintenance, fault repairs, and loop renovations on a scheduled priority basis
  • Ensure accurate mapping of Network Elements (NEs) and readiness for GPON-based expansion
  • Coordinate with government departments and civic agencies to protect PTCL infrastructure during development activities
  • Liaise with legal and administrative authorities for case handling, resource provisioning, and exchange operations
  • Manage resource allocation, team coordination, and implementation of service standards at field level

WHAT YOU NEED TO BE SUCCESSFUL

Qualification

  • BE/BSc. in Electrical, Electronics, Telecom Engineering or B-Tech (Hons.)

Relevant Experience

  • 1 to 2 years of experience in telecom operations or a similar technical role

Competencies

  • Service Operations: Strong understanding of field-level fault handling, provisioning, and installation workflows
  • Network Rehabilitation & Technical Planning: Capability to propose upgrades and execute infrastructure improvement plans
  • Project Management: Experience in managing day-to-day field activities and meeting deadlines
  • Complaint Management & Quality Control: Familiarity with CRM/ticketing systems, customer interaction, and service delivery
  • Cross-Functional Coordination: Ability to engage with regional teams, vendors, and external civic bodies
  • Business Acumen: Understanding of market dynamics, customer needs, and revenue impact of field operations
  • Effective Communication & Leadership: Skills in motivating teams, negotiating with stakeholders, and driving results

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

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