Project details

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Reach out to us if you are interested in working with us on the project.
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Business Analyst for Customer Service Processes in Telecom (m/w/d)

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

Project info

  • Period
    01.04.2025 - 30.06.2025
  • Capacity
    from 95%
  • Daily rate
    700 - 800€
  • Location
    Munich, Germany
  • Languages
    • German
      (Advanced)
      ,
    • English
      (Advanced)
  • Remote
    from 95%

Description

  • 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.

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 catalog for feature evaluation.