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Analyses within CSS and at the interface to TECH (CSS Reporting, CSS Customer Intelligence Lab, CSS Quality Analytics) and development of potential analyses to clarify necessary issues, incorporating #CSS Reports, #Jira and #Confluence
Budget planning across all current and planned brands as well as in the analysis of deviations and development of measures to reduce budget requirements. This includes:
Demand planning based on current and expected Contact Rate and ABT/APT considering influences from defects, incidents, major incidents, workarounds, and learning curves to provide technical advice to the Business Readiness Team, CSS Digital Enablement, Incident Manager, LRT Team, Mitigation Manager, T-SO B2X Service Management, CSS WFM and CSS WTM. MS Office, Power BI and empirical data analysis methods are used for analysis and planning.
Optimization of partner contracts with ABT/APT caps through application of quality management methods to achieve long-term efficiency.
Reporting on budget changes, expected and actual deviations, 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 to the directors' circle and within all relevant areas. This content is created with MS Office, Power BI and data-driven analyses to support decision-making.
Preparation of the most important quality and performance metrics for distribution to the departments. The metrics are processed and analyzed based on CSS Reports and Power BI, applying methods of #quality management.