Executive (Customer Operations) HQ

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 natural 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 role will be responsible for preparing analytical reports, tracking daily operational tasks, and ensuring timely follow-ups on action items. Additionally, the Executive will support Customer Operations in the management and monitoring of operational KPIs, helping ensure performance targets are met and issues are proactively addressed.

HOW CAN YOU EXPRESS YOUR TALENT

• Monitor workforce efficiency with accuracy and timeliness, ensuring daily workforce update reports are shared on time.
• Coordinate effectively for replacement staff and ensure NMS staff data is updated monthly without gaps.
• Ensure the timely submission of daily, weekly, and monthly reports while maintaining data accuracy, completeness, and adherence to reporting timelines.
• Monitor low power issues and ensure effective escalation.
• Handle breakdown and PHD issues within defined turnaround times (TAT), and support provisioning SR and customer experience excellence reporting.
• Resolve CSR App and WFMT App issues within agreed timelines.
• Successfully test and implement app modifications while minimizing the recurrence of system-related issues.
• Manage Network & Infrastructure data, ensuring the accuracy of Flash Fiber polygon DP data, timely addition of new FDH data, and monitoring/reporting of the copper cable alarm system.
• Maintain up-to-date data on trained staff and ensure the availability and completeness of training materials.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification

• Bachelors (Electrical/ Telecommunication/ Electronics) from an HEC Recognized University.
• 2 to 3 years of relevant experience.

Technical Competency

• Telecom Network Knowledge
• Project Management
• Data Analytics & Reporting

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.