Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 14th March 2022

What is Expert Vendor Management?

Expert Vendor Management is a bridge between Jazz & Business Partners who enables Business Partner-Call Center to function and serve customers in a proficient manner while ensuring compliance to Jazz policies & procedures

The role reports directly to the Manager Vendor Management

What Expert Vendor Management does?

• Ensures on-ground presence on Business Partner’s production site to keep a check on operations & workplace environment
• Monitoring and assisting Vendor in the Day-to-Day Operations
• Reporting & Analysis of Vendor operations
• Ensuring all calls are unanswered in compliance with the standard procedures while accomplishing the given targets
• Ensuring compliance to Jazz processes, policies & values at Vendor
• Coordinate closely with Teams on day-to-day tasks for continuous improvement and business value additions.
• Should have knowledge of disaster recovery & management
• Adopt ‘Own & Resolve’ strategy on daily basis.
• Along with routine assigned tasks, does root cause analysis of customer queries/requests/complaints on calls, monitor trends and coordinates with relevant departments, where necessary for continuous customer improvement
• Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators.
• Ensure continuous process improvement.
• Follow up on escalated/disputed cases and resolve them.
• Ensure effective and efficient communication with front and backend teams in order to quickly handle customers’ issues.
• Revise and/or formulate existing policies to improve customer experience further.
• Take ownership and ensure timely resolution of customer complaints.
• Exhibit Jazz values in totality on daily basis.
• Ensures to collaborate with relevant teams to resolve issues on priority to keep Call Center operations up and running 24/7
• Perform Adhoc projects/tasks as assigned
• Handle operations 24/7

Requirements

• We are looking for someone who has prior experience in operations and vendor management with solid customer handling & analytical skills.
• Should well verse with Microsoft Office
• Excellent verbal/written English communication and interpersonal skills and should have the ability to communicate with customers in a highly effective way.
• Must have customer experience enhancement skills and techniques to do so.
• Have entrepreneurial approach, team player and should have basic IQ skills
• Know-how of telecom industry with a sound knowledge of operations management
• Strong analytical/problem-solving skills
• Excellent time management skills
• Top-notch conflict management skills

Benefits

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.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 72 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.

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