Process Expert

Our Customer in the telecom business, is currently looking for Process experts.

Context:

Excellent service is an asset that our Customer wants to play in a highly competitive market environment.
Within CUO-E2E, they strive to meet their customers' expectations by identifying pain points in their processes and implementing customized solutions. They work on shorter term optimizations, as well as on more long-term supporting applications and process improvements. They are therefore looking for experienced process experts for the teams in the department End-to-End Customer Journey for Mass Market & Prof Market within Customer Operations. The teams cover one of the following domains: Repair, Provisioning, Product Launch.

The process expert focuses on the implementation of short-term structural improvements.
She/He builds a framework for an application that supports agents in handling customer requests and takes first steps towards implementation.

Job content:

As a process expert you are responsible for identifying & implementing opportunities to improve
the customer experience and internal efficiency in the administrative servicing domain:

  • Starting from specific pain points you identify improvement opportunities (both for the
  • customers and for our operational services)
  • 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 entire implementation phase.
  • On a regular basis you give a status update to management
  • You are looking for synergies and best practices with other teams within our organisation (e.g. Technical support domain, Administrative servicing prof market,...).

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 satisfactionand internal efficiency.
  • You're diplomatic, communicative and you can build bridges where needed.
  • You can communicate complex subjects in a simple and clear way
  • You can prioritize, structure and distinguish the core of 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
  • Good knowledge of Microsoft office: Excel, PowerPoint, Visio
  • Good knowledge of MicroStrategy or similar reporting tools