Project specification
Project expertise
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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