Associate PC Partner
Date: 1 May 2024
Location: Karachi
Company: KE
Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.
Purpose
Associate PC Partner is to strategically support the People Connect team in terms of providing seamless support to ensure services and enhance employee experience. This position is also responsible for managing scorecard management, stakeholder engagement, process enhancement and project management. This role requires close coordination with PC Floor Lead (Contact Center, Lounge & Communication Team), Manager PC and other internal stakeholders.
Areas of Responsibility
The primary objective of this position is to guarantee optimal customer service, aiming for the highest level of employee satisfaction.
Scorecard Management:
The responsibilities encompass compiling and meticulously verifying data for scorecard preparation, conducting rigorous Quality Control (QC) checks, and ensuring the accurate and efficient finalization of scorecards. Additionally, close coordination with the Floor Lead for monthly figures, along with collaborating extensively with both the Lead PC and Floor Lead to craft the behavioral component of the scorecard.
Stakeholder Management:
Revise and approve Service Level Agreements (SLAs), fostering connections and sustaining communication with stakeholders. Guarantee data accessibility for stakeholders and gather, analyze, and act upon feedback from both customers and stakeholders. Additionally, organize quarterly meetings with Heads of Departments (HoDs) and Human Resources Leadership Team (HRLT) or Chief People Officer (CPO).
Overall Process Improvement:
Contribute to the development and enhancement of PC email templates and branding, overseeing the implementation of protocols for PC calls and lounge operations, as well as evaluating, updating, and executing strategies to improve the effectiveness of service types.
Project Management:
Lead internal projects within People Connect, actively contribute to and execute the implementation of new additions to People Connect services and oversee ad hoc assignments in collaboration with the Lead PC and Floor Lead.
Safety Training of New Joiners:
Plan and coordinate safety training sessions tailored for new employees during their probation period, coordinating closely with the HSEQ department and the AZM learning for seamless training execution. Collaborate extensively with the PC Floor Lead to ensure efficient communication and coordination of training efforts. Additionally, maintain transparent data visibility with the Life Cycle team, providing them with accurate safety training records to support comprehensive employee life cycle management.
Other Assignment:
Prepare the Monthly Management Report (MMR) as well as any additional tasks assigned, while also compiling and organizing data for People Connect visibility.
HSE:
Ensure compliance with HSE protocols in daily operations.
Promote a safe and healthy work environment.
Education & Experience
- Preferably master’s or at least bachelor’s degree from reputed institution.
- 4 to 5 years of relevant experience in Customer Service Environment
- At least 2 years of experience of leading Call Center / Customer Service Team and operations
- Strong business communication and presentation skills.
- Fluent in English Writing and Speaking.
- Strong knowledge of Microsoft Office, especially MS Excel.
- HR Knowledge will be preferred.
Competencies
KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.
