Process Analyst Expert
il y a 3 semaines
**Context**:
We're looking for an experienced process expert for a 6 months’ assignment to define a deflation action plan with short to mid-term structural improvements in the area of Customer Service After-Sales for Mass Market customers. This plan will support the mission of Customer Operations to further boost its operational efficiency and to improve overall customer experience.
**Job content**:
As a process expert you are responsible for identifying and implementing opportunities to deflate low-value interactions towards the Mass Market Customer Service After-Sales teams and to improve its internal efficiency.
- Starting from specific pain points you identify improvement opportunities for our operational services while making sure this has also positive impact on customer experience.
- You organise workshops to gain a better understanding of the problem, analyse potential solutions and formulate a plan of approach for which you obtain the necessary buy-in internally.
- For each initiative you make a business case and you defend your idea towards management.
- You discuss your idea with operational teams and you involve them during the
implementation phase.
- On a regular basis you give a status update to management and the concerned stakeholders.
- You are looking for synergies and best practices with other teams within our organisation, e.g. Lead-to-Activation Process Chapter instance, Administrative Servicing & Complaints
**Profile**:
- You speak 1 of the following languages fluently: Dutch, French or English.
- You are fascinated by digital solutions and are always looking to improve customer satisfaction and internal efficiency.
- You're diplomatic, communicative and you can build bridges where needed.
- You can prioritize, structure and distinguish the core from side issues.
- You can think both conceptually and very concretely.
- You are result-oriented, analytical, structured and proactive.
- You spontaneously propose new initiatives and substantiate them with detailed arguments.
- You are a team player, both transversely and within your own department.
- Experience in the After-Sales domain and in Telco environment is an absolute advantage.
- Good knowledge of Microsoft Office tools and ability to work with reporting tools.
Type d'emploi : CDI, Freelance/Indépendant
Horaires:
- Lun-Ven
- Travail de jour
Expérience:
- Gestion des processus: 3 ans (Optionnel)
Langue:
- Anglais (Exigé)
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