Project details

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A company is seeking support for a project aimed at transparently mapping the overall ordering process in the Portals area. The goal is to combine relevant data sources from order to activation to enable a holistic view of the end-to-end process. This should facilitate the identification of process deviations and optimization potentials. Key project milestones include connecting the required data sources, building self-service reports, and implementing automated alerts for deviations in the process flow. The challenge lies in the technical and professional integration of heterogeneous systems and data flows to ensure consistent monitoring and control of the ordering process. - Analysis and documentation of requirements in the Omnichannel area using requirements management tools and structured collection methods - Professional and technical analysis of existing data sources and ETL processes using database tools - Recording and evaluation of existing interfaces between source and target systems based on technical documentation - Consulting on technical integration of defined data sources into the Celonis environment considering the tools used (Celonis EMS, Data Pool and Data Push API) - Creation of technical queries and representations for process visualization based on provided platform functions (Celonis PQL, Studio) - Use of system-side functions for visualization and analysis of existing business processes (via Celonis Process Explorer) - Professional consulting on technical interfaces, data provision and systemic requirements
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Reach out to us if you are interested in working with us on the project.
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Process Analyst Customer Hotline / Customer Service (m/f/d)

Industry
Telecommunication
Areas
Business Intelligence
Customer Service

Project info

  • Period
    17.10.2022 - 31.12.2022
  • Capacity
    100%
  • Daily rate
    720 - 840€
  • Location
    Munich, Germany
  • Remote
    up to 100%

Description

  • Weekly reporting and benchmark creation of the KPIs relevant for forced routing, as well as participation in team meetings to present the results

  • If needed, site visits for closer KPI management

  • Project transfer reduction: managing the transfer rate for the project-relevant work types in the retain area (currently forced routing and prevention)

  • Weekly reporting (Tue+Fri) of the weekly call volume for the Savedesk/KüStop line

  • Analysis of Verint calls (in the future weekly)

Requirements

  • Fluent German skills

  • Proactive work style

  • Analytical experience

  • Power BI skills are a plus