freelance
Process Expert Reference number: 2088
Last update: 13-10-2021, 17:13
Region: Brussels
Sector: Telecom
Start: 15 Nov 2021    End: 31 Mar 2022
Contract type: freelance/ payroll candidates are both welcome
Job description
Excellent service is an asset that my Telecom client wants to play in a highly competitive market environment. It strives to meet customers' expectations by identifying pain points in its processes and implementing customized solutions. Both on shorter term optimizations, as
well as on more long-term supporting applications and process improvements.

I'm looking for ten 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.
What you’ll do
  • 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.
  • 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 organize 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 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 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
Required Skills
  • Good knowledge of Microsoft office: Excel, PowerPoint, Visio
  • Good knowledge of MicroStrategy or similar reporting tools
  • You speak EN + FR and/or NL
Interested? Send us your resumé
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Thank you for your interest in working with Harvey Nash and we look forward to assisting you in your job search!

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