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Consultant for Optimizing Customer Service (Telco) (m/f/d) (9381)

Project specification

Project duration
Period 01.04.2025 - 30.06.2025
Project location
Location Munich, Germany
Project capacity
Capacity from 95%
Daily rate range
Daily rate 800 - 824€
Remote work ratio
Remote from 95%
Required languages
Languages
German (Advanced)
English (Advanced)

Project expertise

Industries
Telecommunication
Areas
Business Intelligence Customer Service Quality Assurance

Description

The goal of the project is to optimize customer service (CSS) through data-driven analyses, budget control and quality management. Service processes are improved, the contact rate is reduced and cost efficiency measures are developed.

  • Analyses at the interface of CSS and tech, including CSS reporting, Customer Intelligence Lab and quality analytics.

  • Creation of data-driven analyses to clarify key issues using CSS reports, Jira and Confluence.

  • Budget planning and control for all current and planned brands, including deviation analysis and cost reduction measures.

  • Capacity planning based on contact rate and ABT/APT, considering incidents, workarounds and learning curves.

  • Advising relevant teams (e.g. Business Readiness, Incident Management, Service Management) to increase efficiency.

  • Optimizing partner contracts under ABT/APT caps through quality management methods.

  • Reporting and monitoring budget changes with CSS reports and Power BI.

  • Preparing and presenting CSS-related content for the PiP team, Run-SteerCo and director circle.

  • Preparing and sending key quality and performance metrics with CSS reports and Power BI.

The project helps to optimize customer service processes, reduce costs and strengthen data-based decision making in the telecommunications environment.

Requirements

  • Experience in the telecommunications industry, especially in customer service (CSS) and process optimization.
  • Solid knowledge in budget planning, forecasting and deviation analysis.
  • Experience with quality management methods to optimize service processes.
  • Data-driven analysis skills with Power BI, Jira, Confluence and MS Office.
  • Knowledge in capacity and contact rate planning, considering incidents and workarounds.
  • Stakeholder management and presentation skills for management-level reporting.

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Frequently asked questions

The project is based in Munich, Germany.

The project preferably starts in April 2025 and is planned to end in June 2025 (2 months).

The project requires a commitment of 95 - 100% capacity (full-time).

The project offers 95 - 100% remote work.

The project offers a daily rate of 800 - 824€ which breaks down to an hourly rate of 100 - 103€/h.

The project requires the following languages: German (Advanced) and English (Advanced).

The project is related to the following industry: Telecommunication.

The project covers the following business areas: Business Intelligence, Customer Service, and Quality Assurance.

Yes! Recommend a freelancer for the project and earn 30% of FRATCH's profits every time they get placed — for the duration of that project. Simply share your invite link with a colleague to get started.

To apply for the project, click the Apply button on the project page to submit your profile for review. We will forward your resume to the client and get back to you within a few days.
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