Executive Customer Operations Bahria Town

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability.

Vision & Values

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

In This Role You Will

The position is responsible for the achievement and maintenance of key performance indicators (KPIs) including MTTR, MTTP, CHI, quality of installation, team engagement, management, and conversion targets. Focus on reducing registered, repeated, and denied complaints through proactive resolution. Collaborate with relevant agencies to safeguard the PTCL network during developmental activities. Maintain exchange line stability using tools like Nokia Motive, identifying and addressing weak areas. Execute preventive and corrective maintenance projects aligned with quality assurance standards. Ensure data accuracy across GIS mapping, workforce, and subscriber mapping at all network levels (DC/FDH and DP/FAT/NAP). Rigorously follow health and safety guidelines to protect team members, network infrastructure, and related assets.

Key Responsibilities

• Maintain KPIs: MTTR, MTTP, CHI, quality of installation, team management, engagement, and conversion targets.
• Lead and manage fiber maintenance teams operating 24/7 to address FTTH network issues.
• Handle OPEX and CAPEX requirements through SAP.
• Maintain line stability of exchanges using tools like Nokia Motive and identify weak areas for improvement.
• Coordinate with agencies to protect and safeguard the PTCL network during development activities.
• Ensure data sanity: GIS mapping, workforce mapping & subscriber mapping at DC/FDH and DP/FAT/NAP levels.

Why Join PTCL Group

PTCL Group's family-centric policies include 6-month maternity and 30-day paternity leave, along with a hybrid work model that supports a balanced and fulfilling career.

• BS/BE (Electrical/Electronics) or BS Computer Science from an HEC-recognized university.

Technical Competencies

• Customer Relationship Management
• Data Analytics and Reporting
• Operational Excellence