Executive Workforce Management

PTCL.Official; Islamabad; Hybrid; PKR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

PTCL is seeking a Workforce Management Analyst to drive automation, forecasting, and capacity planning for nationwide customer service, ensuring consistent performance through duty rosters and centralized reporting. You will also develop employee profiling to enable management in performance strategies.

The role requires a BS (Hons.) with strong business understanding and proficiency in Analytics, SQL, and MS Office; a hybrid work model is offered to balance collaboration and focus.

Qualifications

• BS (Hons.) is required.
• Strong business understanding and analytical thinking are essential.
• Experience with workforce analytics is a plus.

Responsibilities

• Enhance service efficiency via demand forecasting and capacity planning.
• Improve turnaround times through time management and process optimization.
• Identify manual processes and drive automation initiatives.
• Focus on delivering superior customer experience and satisfaction.
• Pursue continuous self-development and strengthen professional capabilities.
• Meet and achieve defined performance targets and objectives.

Skills

Business Analytics

Strategic Workforce Planning

Microsoft Office

SQL Database

Education

BS (Hons.)

Job description

ARE YOU READY TO JOIN PTCL?

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL 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 actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability

PTCL Vision & Values:

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

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

IN THIS ROLE YOU WILL

The position is responsible for workforce management, automation, and operational support for all nationwide customer service functions, ensuring consistent performance through timely duty rosters and centralized performance and productivity reporting. It also provides comprehensive employee profiling and analytical reports to enable management in developing and executing effective performance management strategies.

Key Responsibilities:

• Enhance service effectiveness by improving demand forecasting accuracy and implementing capacity planning aligned with assigned SL benchmarks.
• Improve task delivery turnaround times through effective time management and process optimization.
• Identify manual processes and drive automation initiatives to improve efficiency and accuracy.
• Focus on delivering a superior customer experience to enhance satisfaction levels.
• Pursue continuous self-development by learning new techniques and strengthening professional capabilities.
• Consistently meet and achieve defined performance targets and objectives.

Qualification:

• BS (Hons.)
• High level of Business Understanding

Technical Competencies

• Business Analytics
• Strategic Workforce Planning
• Microsoft Office
• SQL Database

PTCL family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.