Expert Operational Planning & Governance - Islamabad

Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 3rd March, 2025

What is Expert Operational Planning & Governance?

Expert Operational Planning & Governance is a team member who assists all domains of CX-OPS in planning and governing their operations, resource optimization, identification of performance indicators, setting up individual, team, & domain KPIs, billing-related matters, development of audit/reporting and analysis module to keep a strong check on the day-to-day deliverables, performing health check of existing tools and onboarding new ones, etc.

What does Expert Operational Planning & Governance do?

• Developing and managing accurate call volume forecasts for the contact centre to optimize staffing and resource allocation.
• Maintaining a SQL database of contact centre agents, including onboarding, roles, and performance tracking
• Overseeing and processing vendor invoices, ensuring timely and accurate payments
• Tracking and monitoring KPIs and targets for the contact centre and impose penalties where applicable.
• Conducting reviews and analysis of CX data/policies etc. to identify improvement opportunities and enhance service quality.
• Managing commission and performance incentives for experience centre staff, based on individual and team achievements against targets.
• Monthly distribution of sales targets across experience centres
• Maintaining accurate cash flow records for all experience centres, ensuring financial transparency
• Overseeing the procurement process, ensuring the timely acquisition of goods and services for complete Customer Experience department
• Managing all customer experience contracts, ensuring compliance, timely renewals, and alignment with business requirements

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

Requirements:

• Understanding of Customer Experience        
• Knowledge of Customer Experience systems & reports.         
• Microsoft office including. SQL (Preferred)   
• Conflict management and Analytical ability

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.