Location : Lahore, Pakistan

Team : Customer Experience Management

Description :

Grade: L1
Last Date to Apply: 22nd November 2020
 
As one of the top 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 Team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 63 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. 
 
What the first 30-60-90 days in the job will look like?
 
-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
Meet with the Customer Experience Management team to understand the strategy of the function in line with Organization strategy and company road map. Have meetings, with members of other teams to understand how each function at Jazz contributes to the overall success.
Understand the functionality of Commercial experience team and how your role fits into the overall strategy and function. You will learn how to serve our esteemed customers, greet them, develop a basic system understanding, SOP and processes knowledge
Develop in-depth understanding of Jazz philosophy and frameworks
 
-Within 60 days, you will:
Monitor and ensure smooth execution of daily operations at vendor location
Keep abreast with the latest information with respect to the products, policies and procedures for effective customer handling & experience
Identify and escalate run time issues & queries with concerned departments and ensure smooth flow of information to handle related calls
Look after and Manage assigned segment/Queue operations and ensure that targets are being met
 
-Within 90 days to onwards you will:
Look after and Manage nationwide assigned segment/Queue operations and ensure that targets are being met
Coordinate with support departments for run time issues, reports and stats management
Conduct spot checks and share feedback with vendors to uphold quality standards, FCR and NPS
Generate alarms / take corrective measures to address productivity leakages and drop in Quality, NPS & FCR
Monitor SL and AHT stats and share feedback for improvements
Ensuring the account administration on agreed FTE’s (Account Reset/Deletion)
Conduct analysis and Provide feedback to the Line on issues and challenges with respect to the job and suggest solutions
Ensure business partners are aware of company’s policies & procedures and code of conduct
Any adhoc requirements/Task/Project
 
A bit about you:
We are looking for someone who has strong analytical skills. Someone who has already delivered on challenging projects and has taken end-to-end responsibility from planning to execution followed by feedback. An individual who can work both remotely as well as under supervision to improve the effectiveness of business.
 
A bit about us
Vendor management team is part of customer experience department within commercial division. The team is responsible for end-to-end management of nationwide contact center vendors.
 
The structure of the team you will join is:
This position will be reporting to the Manager Vendor Management and is based in Lahore
 
The two (02) main priorities of the team as a whole are:
Holding highest possible quality standards for customer facilitation
Create a culture that supports the transformation agenda by embedding values’ based behaviors in our ways of work
 
The specific tasks that team was working on in the last 6 months with results.
Improvement in Quality and NPS scores
Initiatives to improve customer experience
Meet the defined KPIs, service levels, FCR etc.
 
The three (03) must have past experiences the best candidate should have.
Have sound analytical abilities, problem identification and resolution skills.
Stakeholder Management
Work well under Pressure