Executive Systems & Processes – Zong 4G – Islamabad – Pakistan
Zong 4G invites applications for Executive Systems & Processes in Islamabad, Pakistan
Faculty Title:
Executive Systems & Processes
Job Purpose:
- Develop and re-engineer standardized Customer Care Operational Processes with focus on efficient execution, customer delight and enhanced customer experience. Ensure all queries are addressed.
Job Responsibilities:
1. Communication & Operational Support
- Ensuring effective communication with internal customers that delivers relevant, consistent and useful information.
- Ensure smooth coordination and strong follow up with Product owners to meet all SLAs.
- Regular monitoring of KBS, Business SMS, Call Reasons & Complaint tickets to ensure correct & complete information is updated for internal stakeholders.
- Implementation of best practices & be able to perform ad-hoc tasks with good quality within defined timelines.
2. Development & Re-engineering Processes
- Development of SLA’s with stakeholders for effective and efficient services.
- Ensuring information delivery channel follows effective mechanism that delivers relevant, consistent and useful information.
- Develop & execute new policies and processes in compliance with CC standards of the organization to provide good customer experience.
- Analyze the effectiveness of policies and procedures in place in all CC sections & identification of areas where new policies are required in order to ensure greater efficiency of the business.
3. Project Management
- End-to End management of projects/ special assignments (Departmental/Organization level)
- Ability to interpret and prioritize multiple, potentially conflicting requirements Planning, organizing, deployment and controlling projects.
Eligibility Criteria (Education, Knowledge, Experience and Skills):Education:
- Minimum Bachelor’s Degree is required.
Work Experience:
Minimum 1 year of relevant Experience
Skills – Generic:
- Team Work
- Adaptability
- Time Management
- Knowledge of Telecom Industry
- Accountability
- Willing to take on additional tasks as required
Skills – Job Specific:
- Excellent Communication
- In House System Understanding
- MS Office (Visio preferred)
- Project Management
- Process Re-engineering
Special Requirement:
Must have command on Excel and Data analysis
Last Date:
May 03, 2024
