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. 

Responsibilities:

  • Responsible for planning, developing, directing, facilitating, and supervising training programs for the Customer Care Team.
  • Responsible to identify the needs of a business, implement training and development plans, and facilitate a wide variety of training programs that enhance the effectiveness of the workforce.
  • Responsible to ensure that all new Hires are trained /fully equipped and have all required knowledge & skills to handle customer's queries and complaints.
  • Increase & Improve the overall Quality %age of Contact Center through Specialized Trainings & Daily Shift Meetings.
  • To ensure that Monthly Quality Evaluation Targets are achieved (CC Wise) with minimum reversions & employee satisfaction.
  • To ensure that all trainers & Quality evaluators are effectively utilizing their productive time.
  • To ensure that existing processes are improved based on QA Evaluations/Feedback and corrective actions are taken based on Training Need Analysis (TNAs) shred by respective Quality Assurance Team.
  • Design, develop & deliver training using the most appropriate technique and methodology.
  • Responsible for reporting & keeping records up to date on all training activities.
  • As a people manager, responsible for developing the team and developing successors.
  • Responsible to conduct ToT for the smart shop’s customer care staff

ELIGIBILITY CRITERIA:

Qualification:

  • Professional Degree in Business Administration 

Experience:

  • 3 - 5 years’ of relevant experience

Job Details

Total Positions:
1 Post
Job Type:
Job Location:
Gender:
No Preference
Apply Before:
Nov 01, 2021
Posting Date:
Oct 22, 2021

PTCL Group

Telecommunication / ISP · More than 5000 employees - Rawalpindi

pPakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data, internet, video-conferencing and carrier services to consumers and businesses all over the country. Whether it is an office in the largest city of Pakistan or a home in a small village, we are present in every corner of Pakistan to serve our customers./p

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