Business Analyst for Customer Service Processes in Telecom (m/f/d)

Analyses within CSS and at the interface to TECH (CSS Reporting, CSS Customer Intelligence Lab, CSS Quality Analytics) and development of possible analyses to clarify necessary issues using #CSS Reports, #Jira and #Confluence

Budget planning across all current and planned brands as well as in the #analysis of variances and development of measures to reduce budget requirements. This includes:

Demand planning based on current and expected contact rate and ABT/APT considering impacts from defects, incidents, major incidents, workarounds and learning curves to provide professional advice to the Business Readiness Team, CSS Digital Enablement, incident managers, LRT team, mitigation managers, T-SO B2X Service Management, CSS WFM and CSS WTM. For analysis and planning, MS Office, Power BI and empirical data analysis methods are used.

Optimization of partner contracts with ABT/APT caps by applying quality management methods to achieve long-term efficiency.

Reporting on budget changes, expected and actual variances, supported by reports and analyses with CSS Reports and #Power BI.

Creation and presentation of CSS-relevant content for the PiP team and the Run-SteerCo on impacts, as well as presentations at the directors' circle and within all relevant areas. This content is created using MS Office, Power BI and data-driven analyses to support decision-making.

Processing of key quality and performance metrics for distribution to the departments. The metrics are prepared and analyzed based on CSS Reports and Power BI, applying #quality management methods.