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

Industry
Telecommunication
Areas
Business Intelligence
Customer Service
Quality Assurance (QA)

Project info

  • Period
    01.04.2025 - 30.06.2025
  • Capacity
    from 95%
  • Daily rate
    800 - 820€
  • Location
    Munich, Germany
  • Languages
    • German
      (Advanced)
      ,
    • English
      (Advanced)
  • Remote
    from 95%

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.