Introduction to Telecom Era

• Company that hire third party provider to perform the outsource

of work. It is about doing your best to fulfill customer service
need of your customer leaving them with a positive experience.
• Telephone companies hire customer service agents or
representatives to address their customers' communication
needs.
A customer service representative helps
customers acquire service or directs them to technical experts

Vision
Vision to become the best service provider of our communication
needs of subscribers in Pakistan by exemplary customer care and
telecommunication infrastructure.
Mission Statement:-
Providing information with modern telecommunication for our
customer we ensure updated set of technology. We inject our
excellence in their development our concern is with providing an aid
at your convenience. Adopting modern marketing principals is our
new diversification self driven and result orientated work is our
policy.
Introduction to Telecom Era
• Company that hire third party provider to perform the outsource
of work. It is about doing your best to fulfill customer service
need of your customer leaving them with a positive experience.
• Telephone companies hire customer service agents or
representatives to address their customers' communication
needs.
A customer service representative helps
customers acquire service or directs them to technical experts
 HUMAN RESOURCE MANAGEMENT PROCESS

Human Resource (HR) Planning

The process by which managers ensure that they have the
right number and kinds of people in the right places and at the right
times who are capable of effectively and efficiently performing their
tasks. Helps avoid sudden talent shortages and surpluses.
 As we are going to create new customer service center in Lahore. So
we need to acquire certain staff.

TELECOM ERA LAHORE

JOB OPPORTUNITY
Applications are invited from the Punjab Domiciled suitable candidates
for the posts given below.
Sr. Name of Posts No. of Posts Age Qualification
No
1. Floor Manger 03 30-35 Master In Management
& 5 Years’ Experience.
2. Supervisor 05 26-30 Bachelors & 3 years’
experience.
Terms and Conditions:-
1. These posts are created by Board of Management, Telecom Era, Lahore.
2. These posts will be under the prevailing act of PTA 2003.
3. The candidates must send their Resume at hr@telecomera.com till
22nd Feb, 2019.

Job Description:-
Floor Manager:
Over sees the work on floor and managing the
follow of work. And directly report to Project Manager.
Supervisor:
Over sees the work of his/her team directly
reported to Floor Manager.
Selection Process:
The process of screening job applicants to ensure that the most
appropriate candidates are hired.

Selection Tools:
1. Application Forms
2. Written Tests
3. Performance Simulations Tests
4. Interviews
 Intelligence: How smart are you?
 Aptitude: Can you learn to do it?
 Attitude: How do you feel about it?
 Ability: Can you do it now?
 Interest: Do you want to do it?
5. Background Investigations

Orientation:
In orientation we provide following info to the newly recruited employee:-
 Organization culture
 Traditions
 Rituals, Stories & Language
 Rules and Regulations
 Training Method:-

Traditional • Technology-Based
Training Methods Training Methods
 On the job  CD- ROM DVD, Video,
 Job Rotation Audio
 Experiential Exercise  E-Learning
 Mobile Learning
 Broadcast

Up-to-date Skill and Knowledge:

1. Strong Grip on Communication Skill
2. Software know how
3. Patience
4. Activeness
5. Ability to use Positive Language
6. Time Management Skills
7. Ability to Handle Surprises
Compensation and Benefits:

We offer a competitive compensation and benefits package for

Customer Service career employees.
1. Incentives:-
We provide incentive on Weekly, Monthly & Yearly Bases.
2. Health Insurance:-
Health insurance for every permanent employee of
organization.
3. Retirement :-
EOBI CARD, Gratuity for every Permanent Employee.
Retain High Performance Employees:-
It is our core value to retain high performers by providing them:-
Keep them entertained:-
We entertained our best employees through Dinners, Family
Day, Free Passes for Families & Provide them Gift Hampers.
Make them responsible-and then reward them:-
The stronger the employee, the more they will thrive on being
challenged by work assignments. As he perform well he must be treated
with reward.
Create clear pathways for growth and advancement:-
It's essential to make it clear to your top employees that they
will have opportunities for advancement. If they don't see a future with your
organization, or if they think that they will have to wait too long to advance,
then they will look for opportunities outside your company.

Command Group:-
Every group determines by the Floor Manager and all the group
members directly report to their Floor Manager.

Task Group:-
If new project is started the floor manager make specific group
who perform their job to achieve the goal. After accomplish the goal the
groups automatically disband.
Conflict:

Conflict is perceived incompatible differences resulting in some form of

interference or opposition.

Some sort of conflict which we usually face are:-

• New comings(Fresher’s)
• Experienced(Oldies)

Manage the Conflict:-

The following method which we follow to resolve the conflict:-

Collaboration:-
Seeking an advantageous solution for all parties.

Strategies
Give all your employees excellent product knowledge.

Deliver on your promises.

Build infrastructure that supports great customer service.

Empower your employees to make customers happy.

Resolve customer issues at their first point of contact.