WHO WE ARE
PTCL is a Leading Telecom Company of Pakistan, serving its customer base all across the country. With a mission to revolutionize the Telecom Industry, PTCL is providing the largest Integrated Information Communication & Technology (ICT) services in Pakistan.
PTCL provides a growth & development driven culture with dynamic learning opportunities to its employees which enables them to broaden their horizon and develop as true professionals. We are an equal opportunity employer where diversity and inclusion is foundational to how we operate. Our Corporate Values “We Care, We Put Customer First, We Work as One Team, We Embrace Change” are embedded in company culture resulting in a cohesive team environment, guaranteeing success of the organization and development of its employees.
JOB OVERVIEW
Assistant Manager (Workforce Management) is a critical role, responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives and also provide daily guidance to the team that will analyze call volume history by tracking and trending Phone Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate requirements and workload identification. It also includes to manage Workforce Performance, Salary and Incentive preparation.
MAJOR RESPONSIBILITIES:
- Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports.
- Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
- Analyze and interpret the information to make recommendations for adjustments to staffing levels to ensure service level requirements.
- Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.
- Analyze historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
- Perform analysis of call center trends including call volume, call handling efficiency and quality, staff productivity, and resource allocation.
- Identify operational issues and prepare recommendations to improve call center efficiency.
- Participate in the development of staffing forecasts and work schedules based on anticipated call volumes and service level expectations.
- Monitor inbound call volume and distribution of calls to staff. Provide recommendations to improve call center service levels, anticipate future call coverage needs, and ensure adequate staffing levels.
- Maintain departmental organizational charts and staff profile data. Prepare various reports and presentation materials.
- Decision Making for Call Center and Provide Suggested Remedies to Management for on time resolution on Proactive and Reactive Occurrences Analysis.
Eligibility Criteria:
Qualification:
- Professional Degree in Business Administration or Management Science
Experience:
- 2 to 3 years’ relevant work experience
Required Skills:
- Team Work
- Negotiation Skills
- Time and Meeting Management
- Excellent communication skills
- Project Management Skills
- MS Office
Please note that only shortlisted candidates will be contacted.
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