Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 3rd April, 2026

What is Expert Vendor Management – Call Center?

Expert Vendor Management is responsible for optimizing vendor inbound operations, ensuring seamless integration and performance of external vendors and internal stakeholders.

The role reports directly to the Manager Vendor Operations (Call Center & Back Office)

What does Expert Vendor Management – Call Center do?

• Look after and manage nationwide assigned segment/Queue operations and ensure that targets are being met.
• Coordinate with support departments for runtime issues, reports, and stats management.
• Conduct spot checks, monitor SL and AHT stats, and analyze operational data to share feedback with vendors and internal teams for improvements in quality standards, FCR, service levels, NPS, and other defined KPIs.
• End-to-end invoice validation, blackout checks, and processing; including sanity checks of produced billing hours and downtime, if any.
• Call forecasting, planning, and execution of outbound projects as per stakeholder requirements.
• CMS and skill management, including login creation, database administration, and account handling (resets/deletions) based on agreed FTEs.
• Generate alarms and take corrective measures to address productivity leakages and drops in SL, Quality, NPS, and FCR.
• Ensure business partners are aware of the company’s policies, procedures, and code of conduct.
• Monitor vendor operations and align them with Jazz HSSE policies.
• Manage any ad-hoc tasks, requirements, or projects.
• Handle operations 24/7.

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

What are we looking for and what does it require to be Expert Vendor Management – Call Center?

Requirements:

• Operational Management Expertise
• Analytical Skills
• Vendor Management & Quality Control
• Invoice and Billing Validation Knowledge
• Forecasting & Planning
• CMS and Skill Management
• Problem Solving & Corrective Action
• Communication & Stakeholder Management
• Conflict Management
• Adaptability & Multitasking
• Teamwork & Collaboration
• Telecom Industry Knowledge
• Planning & Organizing
• Time Management

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.