Specialist Operational Planning & Governance - Lahore

Description :

Grade Level: L1

Location: Lahore

Last date to apply: 25-Feb-2025

What does Operational planning & Governance do?

• Creation and audit of user access of CX portals
• Adjusting call center agents' skills via CMS to optimize queue management.
• Developing hourly call center forecasts based on monthly projections
• Managing a database of Customer Experience department team members, including onboarded and vacant positions.
• Creating dashboards for C-Level escalations, providing real time insights
• Extracting data from CMS and compiling raw data for billing validation
• Compiling and distributing the hierarchy structure to all stakeholders
• Compiling and managing nationwide customer experience Extra Duty Allowance (EDA) data

Requirements

Essential Skills  

• Understanding of Customer Experience
• Knowledge of CX systems CX Reports.   
• Microsoft office

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 70 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.