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Time's up! We are no longer accepting applications.
Business Analyst for Customer Service Processes in Telecom (m/f/d)
Project info
- Period01.04.2025 - 30.06.2025
- Capacityfrom 95%
- Daily rate700 - 800€
- LocationMunich, Germany
- Languages
- German(Advanced),
- English(Advanced)
- German
- Remotefrom 95%
Description
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.
Requirements
- Experience in project management
- Knowledge of using JIRA, Confluence and MS Office (especially PowerPoint & Excel).
- Ability to analyze complex processes and identify optimization opportunities.
- Experience in creating a criteria catalogue for feature evaluation.