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Jazz is looking for a Specialist in Operational Planning & Governance to join its team in Islamabad. If you have a strong understanding of Customer Experience (CX) systems, data management, and operational planning, this role offers a unique opportunity to contribute to a fast-paced and innovative work environment.
Key Responsibilities:
- User Access Management: Ensure proper creation and auditing of user access across CX portals.
- Queue Optimization: Adjust call center agents’ skills via CMS to enhance queue management.
- Forecasting & Data Analysis: Develop hourly call center forecasts based on monthly projections.
- Database Management: Maintain and update records of onboarded and vacant CX department positions.
- Reporting & Insights: Create real-time dashboards for C-Level escalations and compile data for billing validation.
- Hierarchy & Allowance Management: Compile and distribute departmental structures while managing nationwide Extra Duty Allowance (EDA) data.
What We Are Looking For:
- Understanding of Customer Experience (CX) processes and operational planning.
- Proficiency in CX systems and reports to analyze and optimize workflows.
- Strong skills in Microsoft Office, including Excel and reporting tools.
Why Join Jazz?
At Jazz, we believe in empowering our employees through innovation, professional development, and a dynamic work environment. As one of Pakistan’s leading digital companies, we provide an opportunity to be part of a team that transforms customer experiences and drives the future of digital solutions.
Application Deadline: 25th February 2025
📍 Location: Islamabad
🎯 Grade Level: L1
The Role of Operational Planning & Governance in Enhancing Customer Experience
In today’s fast-paced digital world, businesses must adopt efficient operational planning and governance strategies to enhance customer experience. Companies like Jazz recognize the importance of streamlining processes, optimizing resource management, and ensuring seamless customer interactions. The Specialist Operational Planning & Governance role plays a crucial part in achieving these objectives by managing data, optimizing call center operations, and providing real-time insights to leadership teams.
Understanding Operational Planning & Governance
Operational planning and governance involve the systematic management of resources, technology, and data to achieve business goals. It ensures that companies can deliver consistent, high-quality services to customers while maintaining operational efficiency.
At Jazz, operational planning specialists are responsible for forecasting, queue management, data analysis, and report generation, all of which contribute to improving customer experience. By leveraging advanced technologies, businesses can predict customer needs, optimize workflows, and enhance service delivery.
Key Responsibilities in Operational Planning & Governance
1. Managing User Access & Security
A crucial aspect of governance in customer experience is ensuring the right personnel have appropriate access to customer service portals. Specialists audit user access to prevent unauthorized changes, ensuring data security and compliance with company policies.
2. Optimizing Call Center Efficiency
Call centers are the backbone of customer service operations. Optimizing agent skills and queue management through CMS (Call Management Systems) ensures that customer inquiries are handled efficiently. Properly distributed workloads lead to faster response times and improved customer satisfaction.
3. Data-Driven Forecasting
Accurate forecasting allows businesses to anticipate customer demands and allocate resources accordingly. Specialists analyze monthly and hourly call data to predict workload trends, ensuring that adequate staffing and infrastructure are in place.
4. Real-Time Reporting & Insights
Providing real-time dashboards for C-Level escalations enables leadership teams to make informed decisions quickly. Data-driven insights help in identifying bottlenecks, tracking performance metrics, and implementing strategic improvements.
5. Billing Validation & Financial Accuracy
A well-structured governance framework includes monitoring financial transactions related to customer service operations. Extracting data from CMS helps validate billing accuracy, preventing errors and ensuring compliance with financial policies.
6. Workforce & Resource Management
Maintaining a structured database of customer experience team members, onboarded employees, and vacant positions helps in efficient workforce planning. This ensures that the right talent is available to meet customer service demands at all times.
7. Extra Duty Allowance (EDA) Management
Specialists compile and manage nationwide Extra Duty Allowance (EDA) data, ensuring that employees are fairly compensated for their additional work. This motivates teams and enhances overall service quality.
The Impact of Operational Planning on Customer Experience
A well-organized operational planning & governance framework leads to:
- Faster Response Times: Efficient call routing and optimized agent skills reduce wait times.
- Improved Service Quality: Real-time insights allow for quick issue resolution.
- Data Accuracy: Proper documentation and billing validation prevent errors.
- Stronger Decision-Making: C-Level reports provide a clear view of operational efficiency.
- Higher Employee Productivity: Workforce management ensures the right people are in the right roles.
Why Choose a Career in Operational Planning & Governance?
If you are detail-oriented, analytical, and passionate about improving business operations, a career in Operational Planning & Governance offers excellent growth opportunities. Companies like Jazz provide a dynamic work environment where professionals can enhance customer experience through technology-driven strategies.
This role not only involves working with customer experience teams but also collaborating with finance, IT, and leadership teams to optimize business functions. As digital transformation continues to evolve, professionals in this field will be in high demand for their ability to drive efficiency, accuracy, and customer satisfaction.
Final Thoughts
In a customer-centric business environment, operational planning and governance serve as the foundation for seamless service delivery and customer satisfaction. By leveraging technology, data analysis, and efficient resource management, companies can enhance their competitive edge and build long-term customer relationships.
As businesses continue to expand their digital operations, professionals in Operational Planning & Governance will play a vital role in shaping the future of customer experience.
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