Senior Operations Manager

2 days ago


Rawalpindi Cantonment, Pakistan beBee Careers Full time

Unlock Your Potential as a Customer Operations Manager

About the Role

This is an exciting opportunity to take on a challenging role in customer operations, where you will be responsible for ensuring the achievement and maintenance of key performance indicators (KPIs) such as Mean Time To Resolve (MTTR), Mean Time To Problem Resolution (MTTP), Customer Happiness Index (CHI), installation quality, team management, engagement, and conversion targets.

You will work towards reducing registered, repeated, and denied complaints. Additionally, you will coordinate with agencies to protect the network during development activities and maintain exchange line stability using tools like Nokia Motive by identifying weak areas.

The successful candidate will execute preventive and corrective maintenance projects in line with quality assurance standards. Ensuring data accuracy, including GIS mapping, workforce, and subscriber mapping at different levels, is also a key aspect of this role.

Key Responsibilities
  • Maintain KPIs such as 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 SAP.
  • Maintain line stability of exchanges using tools like Nokia Motive & identify weak areas.
  • Coordinate with agencies to protect and safeguard the network during development activities. Ensure compliance to health and safety guidelines for security and safety of team, networks, and other relevant assets.
Requirements
  • 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.
Benefits

We offer a family-centric approach to our employees' well-being, including maternity and paternity leave policies. Our hybrid work model allows for a balanced career with flexibility. We believe in creating a culture that values diversity and inclusivity, offering opportunities for growth and professional development.

Career Growth Opportunities

In this role, you will have the chance to develop your skills and experience, taking on new challenges and responsibilities. With a strong focus on leadership and teamwork, we encourage collaboration and open communication among our staff members. Join us in shaping the future of our organization and contributing to our mission of excellence.

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