Executive Floor Manager

ARE YOU READY TO RISE WITH PTCL GROUP

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.

PTCL Group Vision & Values:

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

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

IN THIS ROLE YOU WILL:

Be responsible for managing day-to-day BPO and call center operations, ensuring achievement of SLAs, KPIs, and client expectations through effective workforce planning, resource utilization, and performance monitoring. Oversee floor activities, staff adherence, service quality, and client coordination while addressing operational issues and reducing customer complaints and employee turnover. Conduct regular performance reviews, provide coaching and feedback, facilitate pre- and post-shift briefings, and ensure compliance with company policies and procedures to drive continuous improvement and high-quality service delivery.

HOW CAN YOU EXPRESS YOUR TALENT:

• Monitor workforce planning, resource utilization, shift management, staff adherence, occupancy, and service quality.
• Coordinate with internal departments and external BPO clients to resolve operational issues and reduce customer complaints.
• Conduct regular performance reviews and monitor agent productivity, quality standards, and workplace discipline.
• Provide coaching, feedback, and counselling to improve employee performance and minimize staff turnover.
• Conduct pre- and post-shift meetings and facilitate staff training on policies, procedures, and identified areas for improvement.
• Ensure timely resolution of operational, administrative, and IT-related issues while maintaining compliance with company policies.

WHAT YOU NEED TO BE SUCCESSFUL:

Qualification:

Education:

• Minimum bachelor's degree is required.

Experience:

• 1 to 2 years of BPO / Call center operations, customer handling or any relevant experience is required.

Technical Competency:

• SLA & KPI Management
• Data Analysis & Reporting
• Quality Assurance & Process Improvement

PTCL Group's 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.