Manager Customer Operations

3 weeks ago

Rawalpindi Cantonment, Pakistan PTCLal Full time

ARE YOU READY TO RISE WITH PTCL GROUP

With our unwavering #ReadyToRise mindset, we have been recognized as an award-winning BEST PLACE TO WORK in the Telecom and Technology sector in Pakistan.

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

Be responsible to Ensure the achievement and maintenance of key KPIs such as MTTR, MTTP, CHI, installation quality, team management, engagement, and conversion targets. Work towards reducing registered, repeated, and denied complaints. Coordinate with agencies to protect the PTCL network during development activities and maintain exchange line stability using tools like Nokia Motive by identifying weak areas. Execute preventive and corrective maintenance projects in line with QA standards. Ensure data accuracy, including GIS mapping, workforce, and subscriber mapping at DC/FDH and DP/FAT/NAP levels. Adhere to health and safety guidelines to secure team, network, and associated assets.

HOW CAN YOU EXPRESS YOUR TALENT

  • Ensure to maintain KPl`s 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
  • Ticket and SR (service Request) handling
  • 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 compliance to Health and safety guidelines for security and safety of Team, networks and other relevant assets

WHAT YOU NEED TO BE SUCCESSFUL

Qualification:

  • BS/ BE (Electrical/Telecom) / MS(Telecom Engineering) from HEC Recognized University
  • 4+ Years of Relevant Experience

Competencies:

  • Knowledge of Process Automation and Workflow Management
  • Communication & Negotiation Skills
  • Data Analytics and Reporting
  • Customer Relationship Management
  • Communication Skills (verbal and written)
  • Leadership, Negotiation Skills, Judgement, Adaptability

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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