Description :

Grade: L2

Location: Lahore

Last Date to Apply: 12th September 2024

What is Expert Vendor Management?

Expert vendor management is responsible to optimize vendor operations, ensuring seamless integration and performance of external vendors and internal stake holders.

 The role reports directly to the Manager Vendor Operations (Call Center & Social Media).

 What Expert vendor management Communication does?

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, service levels, NPS and other defined KPIs                

End to end invoice validation and processing                    

Call forecasting and planning                   

CMS and skill management                       

Login creation and database management                         

Generate alarms / take corrective measures to address productivity leakages and drop in SL, 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 

End to End sanity check of produced Billing Hours & downtime if any                  

Monitor Vendor Operations and aligning them according to Jazz HSSE Policies                                

Execution of Outbound Projects as per requirements of stakeholders                  

Any Adhoc requirements/Task/Project                

Requirements

·         Analytical Skills                               

·         Negotiation Skills                           

·         Conflict Management                  

·         Call Center Operations Knowledge                        

·         Jazz related Product and Process Knowledge                    

·         Skills Management                        

·         Teamwork & Collaboration                        

·         Planning & Organizing                 

·         Know-how of telecom industry with industry knowledge

·         Excellent time 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.

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.