AM Business Planning & Optimizations - Lahore
Telenor
Date: 3 days ago
City: Lahore
Contract type: Full time
Last Date to Apply: 22nd December, 2024
Employment Type: This is a full-time position.
Grade: This is a grade 2 position.
Location: This role is based in Lahore, Pakistan. (Hybrid)
About the role:
Business Planning and Optimization unit is responsible for:
This unit also extend its support in the financial planning, business case formulations and impact assessments on the assigned Local or Group Projects.
Your Impactful Goals will include:
Your Typical day at work
What we are looking for?
Education: Bachelors, preferably Master’s in Finance, Statistics, or Business Administration etc.
Certification in COPC or Six Sigma would be an added advantage.
Work Experience: Minimum 2 years of job experience in Contact Center, Business or Financial Planning, Project /Channel Management or having experience in similar role and capacity.
Potential Career Path:
Horizontal or vertical movement in S&D Channel Planning, Pricing, Segments, Product Development, Sourcing or Finance.
Functional Skills/Knowledge Areas:
Why should you join Telenor?
At Telenor Pakistan, we will give you the opportunity to become a skilled professional in your chosen field of interest. Being rated as the top employer of the country, we enable you to realize your dreams in an environment of diversity and openness to new mindsets. At Telenor Pakistan, we’re more than just a workplace—we’re a community where learning and growth are at the core of everything we do. We provide a platform that nurtures your professional and personal development, empowering you to excel
in your chosen field and realize your potential in a dynamic, collaborative environment. As an equal opportunity employer, we celebrate diversity and inclusivity, fostering an open and flexible environment where new ideas are welcomed.
As a learning organization, we value curiosity and innovation, encouraging hands-on experiences and continuous growth. Our culture, built on Telenor’s four guiding behaviors, sets us apart:
Join us to be mentored, empowered, and inspired and become part of a team that positively impacts over 40 million lives every day!
Employment Type: This is a full-time position.
Grade: This is a grade 2 position.
Location: This role is based in Lahore, Pakistan. (Hybrid)
About the role:
Business Planning and Optimization unit is responsible for:
- Devising and executing the strategy of Customer Care department
- Strategic project(s) planning and execution
- Financial planning and forecasting
- Channels volumes forecasting and capacity planning
- Vendor billing and invoicing
- Setting targets and monitoring Customer Care servicing /efficiency KPIs,
- Governing /managing the operations and functions of Outsourcing Partners.
- Managing selfcare channels i.e. IVRs and Access Codes
This unit also extend its support in the financial planning, business case formulations and impact assessments on the assigned Local or Group Projects.
Your Impactful Goals will include:
- Setting and monitoring yearly servicing and efficiency KPIs targets for contact center.
- Financial planning and billing for all customer care channels, technology and Support Function FTEs.
- Support in devising Customer Care strategy, defining must win battles and targets /ambitions.
- Monthly channel volumes forecasting, capacity planning and scheduling.
- Processing monthly Vendor billing, invoicing, and accruals.
- Monthly customer care financial reporting to Management.
- Support in Project level forecasting, Impact Assessments, Business Cases development and Capacity Planning.
- Performing and presenting data analysis on volumes, KPIs, performance, customer profiling, etc.
- Planning and Executing capacity ramp-down, ramp-up and training plans for channels.
- Support in executing Telenor Group level projects (TFO, DCJ, DCSI etc.).
- Designing and delivering presentation to Management on financial performance, channels and KPI performance, operational efficiencies, updates on strategy and must win battles etc.
- Managing selfcare channels and access codes i.e. IVR /345 /UAN (developments /configuration /Utilization).
Your Typical day at work
- Engagement with channel owners and vendor on offered volumes, deployed capacities and schedules, actual production hours, KPIs performance and Billing /Invoicing.
- Detailed insights analysis on Channel KPIs, performance, volumes and customers.
- Designing and delivering status and performance update presentations for Management.
- Designing scorecards and performance /status updates presentations and dashboards for projects /KPIs /channels.
- Monitoring and updating channel capacities and schedules as per changing volume arrival patterns.
- Ensuring delivery on all Projects, efficiency KPIs and targets.
- Performing vendor production verifications and monthly billing /invoicing.
- Ensuring 100% accuracy in monthly financial expenditure /billing and reporting.
- Providing support in the assigned internal /external projects of Telenor Pakistan.
- Ensuring delivery on the OPEX related targets of customer care dept. /Projects.
- Evaluating and designing /uplifting Servicing Models of customer care channels.
- Cross-functional support and coordination on different projects as POC.
- Coordination with Database and Business Intelligence team for relevant data requests.
- End-to-end management of selfcare channel (IVR) with respect to operational uptimes, utilization, volumes, developments /CRs, configurations, queue management, automations and API integrations etc.
What we are looking for?
Education: Bachelors, preferably Master’s in Finance, Statistics, or Business Administration etc.
Certification in COPC or Six Sigma would be an added advantage.
Work Experience: Minimum 2 years of job experience in Contact Center, Business or Financial Planning, Project /Channel Management or having experience in similar role and capacity.
Potential Career Path:
Horizontal or vertical movement in S&D Channel Planning, Pricing, Segments, Product Development, Sourcing or Finance.
Functional Skills/Knowledge Areas:
- Strong knowledge of Contact Center planning, forecasting and operations.
- Strong vendor and contract management skills.
- Strong data analysis and reporting skills.
- Strong presentation designing and delivery skills.
- Sound knowledge of Project and Program management.
- Strong stakeholder management and communication skills.
Why should you join Telenor?
At Telenor Pakistan, we will give you the opportunity to become a skilled professional in your chosen field of interest. Being rated as the top employer of the country, we enable you to realize your dreams in an environment of diversity and openness to new mindsets. At Telenor Pakistan, we’re more than just a workplace—we’re a community where learning and growth are at the core of everything we do. We provide a platform that nurtures your professional and personal development, empowering you to excel
in your chosen field and realize your potential in a dynamic, collaborative environment. As an equal opportunity employer, we celebrate diversity and inclusivity, fostering an open and flexible environment where new ideas are welcomed.
As a learning organization, we value curiosity and innovation, encouraging hands-on experiences and continuous growth. Our culture, built on Telenor’s four guiding behaviors, sets us apart:
- Always Explore: We believe growth is achieved through daily learning. We encourage you to challenge norms, embrace curiosity, experiment, and learn from every step.
- Create Together: We know that diverse teams yield the best solutions. By bringing together varied perspectives, we support, share, and help each other succeed.
- Keep Promises: Trust is essential to all relationships. We take ownership and pride in delivering with accuracy and integrity.
- Be Respectful: We prioritize empathy and respect, meeting everyone at eye level, listening intently, and showing care.
Join us to be mentored, empowered, and inspired and become part of a team that positively impacts over 40 million lives every day!
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