Executive Workforce Management

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

This position is responsible for managing Workforce Management operations and automation processes to support all customer service channels nationwide, including Call Centers, Business Centers, and Back Offices. The role ensures consistent performance across these teams by providing timely duty rosters and performance reports through a centralized platform for productivity analysis. Additionally, the incumbent facilitates management and operations by delivering comprehensive reporting and employee profiling to support effective performance management strategies.

HOW CAN YOU EXPRESS YOUR TALENT

• Ensure the effectiveness of delivered services, improve forecasting accuracy, and propose capacity planning aligned with assigned Service Level (SL) benchmarks.
• Improve turnaround times (TAT) for defined tasks and ensure effective time management.
• Identify manual processes and initiate automation to streamline operations.
• Enhance customer experience and satisfaction.
• Engage in self-grooming and learn new techniques.
• Meet performance targets consistently.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification

• BS (Hons).

Technical Competency

• Business Analytics
• Strategic Workforce Planning
• Microsoft Office
• SQL & Database Knowledge

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.