Executive Customer Operations Rural

ARE YOU READY TO RISE WITH PTCL GROUP

With our unwavering #ReadyToRise mindset, we have been recognized as an award-winning

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 for managing customer operations across the rural exchanges of Mandi Bahauddin, ensuring seamless service provisioning, timely fault rectification, and improved customer experience for both Flash Fiber and Copper networks, while meeting organizational KPIs and maintaining compliance with HSE standards.

HOW CAN YOU EXPRESS YOUR TALENT

• Lead customer operations across the Mandi Bahauddin rural exchange areas, ensuring efficient day-to-day service delivery.
• Ensure provisioning of services to new Flash Fiber (FF) and Copper customers within defined service KPIs in the assigned domain.
• Handle and resolve service faults for both FF and Copper customers in a timely manner as per defined service standards.
• Execute network rehabilitation activities for both FF and Copper to enhance customer satisfaction and reduce service complaints.
• Achieve monthly, quarterly, and yearly Flash Fiber migration targets in coordination with relevant stakeholders.
• Prepare analytical data and site-level input for FF network planning and deployment in service-affected and high-impact areas.
• Address issues related to PSTN, DSL, IPTV, and GPON technologies, and actively monitor and enhance GPON CHI within the region.
• Mobilize maintenance teams efficiently to ensure rapid fault detection and rectification across the rural network area.
• Analyze recurring faults and develop proactive measures to reduce future outages and enhance customer service quality.
• Ensure full adherence to HSE standards across all operations and field activities on a daily basis.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification:

• B.E./B.Sc. Engineering in Electrical, Electronics, Telecommunication, Computer, or Software BS IT / BS CS (4-year program)
• Relevant experience

Competencies:

• Basic understanding of customer operations across Copper and GPON technologies, with a working knowledge of switching, IP, and transmission networks
• In-depth knowledge of KPI analysis and improvement strategies for both FF and Copper services
• Familiarity with Exchange service standards, CHI frameworks, and Maximo/CRM configurations
• Strong skills in customer service quality analysis and performance enhancement
• Proven ability to drive fault data analysis and translate findings into actionable improvements
• Team management and coordination with vendors and civic agencies for network protection and enhancement
• Proficiency in MS Excel, PowerPoint, and database management
• Effective communication, problem-solving, conflict resolution, and decision-making capabilities
• Valid 4-wheel LTV driving skills for field visits and team mobilization

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