Job Opportunity: Assistant Manager – Technical Support at Transworld

Transworld, a prominent telecommunications company, is currently seeking an Assistant Manager – Technical Support for its Lahore office. This is an excellent opportunity for individuals with a background in customer service and technical support who are ready to take on a supervisory role in managing call center operations and ensuring customer satisfaction.

Position: Assistant Manager – Technical Support

Location: Lahore, Pakistan
Application Deadline: Open until filled

Job Functions:

As the Assistant Manager – Technical Support, you will be responsible for overseeing call center operations with a focus on technical support. Your primary duties will include:

• Supervision & Mentorship:
  Supervise, mentor, and motivate call center representatives to meet performance targets while maintaining high standards of customer service.
• Operational Management:
  Manage day-to-day call center operations, including staffing, scheduling, and resource allocation to ensure efficient service delivery.
• Issue Resolution:
  Identify and escalate technical issues in a timely manner, improving customer satisfaction and speeding up complaint resolution processes.
• Customer Support:
  Handle customer complaints effectively via phone, ensuring clear communication and quick problem resolution.
• Team Leadership:
  Supervise the technical support floor, guiding TST Engineers in resolving technical issues.
• Technical Training:
  Provide technical training to team members to enhance their understanding of GPON technology and related systems.
• Cross-team Coordination:
  Work closely with the Network Operations Center (NOC), Network Management System (NMS), and networking teams (IP, IT, Gateway) to ensure smooth handling and resolution of technical issues.

Skills & Expertise:

• Proficiency in call center software and CRM systems.
• Strong analytical and problem-solving skills.
• A customer-focused mindset with a commitment to delivering top-notch service.

Education & Experience Requirements:

• Bachelor’s degree in Business Administration, Communications, BS-CS, or Engineering, or an equivalent qualification.
• 3 to 5 years of experience in a call center or customer service environment, particularly in a supervisory role.

Why Join Transworld?

This role offers a unique opportunity to work with an industry leader in telecommunications. As the Assistant Manager – Technical Support, you will be at the forefront of ensuring customer satisfaction and resolving complex technical issues. You’ll also get the chance to lead a team of dedicated professionals, ensuring seamless communication between departments and enhancing service quality.

How to Apply:

Interested candidates can apply by sending their resume to recruitment@tes.com.pk. Make sure to mention “AM – Technical Support – Lahore” in the subject line.