Biel, Berne, Switzerland
Working for Customer Care within the Workforce and Performance Team Ensure and improve data integrity and COPC requirements Identify near term deviations and provide intraday and near term corrective actions Target setting and performance tracking Specification of Business Requirements and recommendation for new data and report delivery
Working for Customer Care within the Divisional Controlling Team Responsible for providing visibility to the Management on reachability, efficiency, quality, cost and sales metrics Production and presentation of dashboards and analyses Financial impact assessment of various business cases focusing on quality improvement and cost reduction Benchmark of the Customer Care cost: Oliver Wyman and AT Kearney Variable salary compensation of Sales and Retention specialists Control of OPEX indirect cost and analysis of deviation compared to plan
Working for Customer Care within the Strategy and Planning Team Responsible for providing visibility to the Management on reachability, efficiency, quality and sales metrics Production and presentation of dashboards and analyses Financial impact assessment of various business cases focusing on quality improvement and cost reduction Definition of reporting needs and development of numerous Business Objects reports: call center reachability, agent efficiency, outlier reports Learning curve for Quality and Efficiency Key Performance Indicators
Development of Benchmark and selling points, focus on Telesales Documentation and Implementation of predefined answers, email and voice Results: Elected Customer Care of the Year 2012 - simyo Call and Volume decline > 25% in 6 months, new prioritization rules and strong improvement of Quality of Service and NPS Improvement of handling time and wrapup time Process Improvement to avoid recallers
Provide Management, business development and marketing teams relevants inputs on the French Telecom market: existing offers, competitors' moves, consumer insights, competitive intelligence, international benchmarks Translation of competitors' weaknesses into opportunities Actionable strategic and tactical recommendations
Provide Management, business development and marketing teams relevants inputs on the French Telecom market: existing offers, competitors' moves, consumer insights, competitive intelligence, international benchmarks Translation of competitors' weaknesses into opportunities Dataminer and datawarehouse owner
IT Business Analysis assistance of client needs in functional and technical domains Development of Business Intelligence projects with BoardMIT, user acceptance tests and trainings – change management
Development and implementation of analytical tools via Access and Excel to follow and improve Sales Performance of the different Sales Teams Design and roll-out of new Compensation KPIs: Churn, Revenue and Loss of Margin Development of innovative compensation programs to boost sales and recommendation on salary structure Budget follow-up of the Unbundling project (120M€) within the Technical Department: monthly reporting, deviation analysis and re-forecast Management of one Analyst + one Assistant during a year