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Job Description

As one of the top 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 team & you
To continue and change the lives of our 55 million customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
What the first 30-60-90 days in the job will look like?
Within 30 days you will:
Develop in-depth understanding of Jazz Policy & Benefits & Rewards Programs
Develop an understanding of product & services, processes & SOPs in the organization.
Develop in-depth understanding on the Job Grading and Job Titles framework of Jazz
Ability to exercise strong leadership, problem solving, negotiation skills and influence others. 
Identification of customer issues on the basis of monthly evaluations and escalation to improve customer experience
Within 60 days, you will:
Liaison with other departments and teams to fix the customer pain points
Develop new and revise current evaluation templates that are used to document employee and process performance. 
Participate in the research, design, development and implementation of standards, practices and procedures as requested.
Detect and investigate general areas of vulnerability and inefficiency.
Within 90 days to onwards you will:
Recommend procedures, controls and tools to improve the customer experience. 
Work with Knowledge Management to provide timely feedback regarding new and existing employees and document any process flow gaps. 
Provide direction and leadership to staff, guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedure are followed. 
Do monthly audit of team and share performance report
What we have done and what we will do with You
In the last one-year Jazz is a huge success story in terms of business transformation, we were market leaders and we still are market leaders but with huge margins specially after successful merger of Jazz and Warid.
A bit about you:
We are looking for someone who is energetic and has a positive attitude to be able to advocate/defend views of what is right with professionalism, maturity, and a balanced, holistic view of any competing viewpoints
You are resilient.  Salman, your future colleague, has a great way to describe the excitement of creating fromscratch at Jazz. He says we’re punching down walls and disrupting the traditional way of doing things. We know you’re not one to let walls stop you—you’re free to tear them down here.
A bit about us
Focus of Customer Care is to reduce customer calls on helpline & improve customer experience through self-service and automation. Quality Assurance supports the department objectives through identification of customer pain points, process improvement and training recommendation.
The structure of the team you will join is:
A ten (10) member’s team with 9 sub teams.

The two (02) main priorities of the team as a whole are:
Focus on customer insight through coordination with Reporting & Automation team
Highlight customer pain points for process improvement, automation & self-service
With which other stakeholders the successful candidate will work with functional/regional/ within the team.
You will work with internal and external stakeholders including divisional/departmental heads, internal customer care team members, and with outsourced call centre vendor.
What would be the result of those interactions if we assume 100% collaboration?
It will help in identification of customer issues and collaborative working will improve efficiency of business partners.
The two (02) specific tasks that team was working on in the last 6 months with results.
High Value Campaign to improve customer experience through a separate incentive program
Change in QA Evaluation model to ensure that more focus is done on customer insights
The three (03) must have past experiences the best candidate should have.
Good Communication Skills
Good Analytical Skills
Strong coaching & counselling skills
The two (02) must have technologies the candidate should have.T
Microsoft Office 
Call Listening tool
Essential skills must have: 
Data Analysis in order to review and analyse data and be able to extract meaningful insights
Data Presentation skills for being able to present data in order to make quick decisions  
Advance communication skills for managing cross functional projects.

Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful.  Being truthful requires us to act ethically, honestly, and with integrity.  By clicking on "Apply for this job", you confirm that you have read, understood and explicitly agree to the our Applicants Privacy Policy

Job Details

Total Positions:
1 Post
Job Type:
Full Time/Permanent
Job Location:
No Preference
Doesn't Matter
Apply Before:
Dec 14, 2017
Posting Date:
Nov 14, 2017
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Telecommunication / ISP - Islamabad

Jazz is Pakistan's leading telecom service provider, spearheading service excellence and product innovation in the country. With a subscriber base above 50 million and a legacy of more than 20 years, Jazz maintains market leadership through cutting-edge, integrated technology, the strongest brand ...Read More

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