CS Business Analyst Process Manager Monroe Consulting Group
Monroe Consulting Group is a global team of recruitment specialists, boasting a network of over 40 offices located throughout Europe, USA, Asia and Australia.
Our office located in Jakarta, works with some of the best-known local and multi-national companies to deliver consistently high levels of service and delivery within Middle to Senior Management recruitment.
Responsibilities:
- Assist head of CS in developing the overall Customer Service business plan (covering resources, infrastructure/system, business process, service level agreement and budget requirement) and ensuring the implementation in order so that business objectives are achieved accordingly
- Develop, communicate & coordinate the implementation of business process and system infrastructure for customer service operational and analyze the result in order to achieve their target or performance
- Manage the productivity, effectiveness and efficiency of all Customer Service division through: continuously review and monitoring the business process, proposing and revising business process/Service Level Agreement, report analysis and recommendation, and enhance customer service system and infrastructure
- Conduct benchmarking, develop a business case for relevant unit in CS, and assist the implementation of the project in CS
- Provide continuous coaching and build teamwork among direct subordinates to ensure high morale and motivation for the team member.
- Reviews of subordinate’s performance plan and assess their progress.
- Assist subordinates in meeting the performance plans targets.
Requirements:
- Knowledge on core cellular technology (MSC, BSC, interface, SMSC, HLR, VAS, content provider, prepaid/postpaid billing system, Billing and customer service business process, ACD, IVR, CTI, CRM, Email response management system, trouble ticketing process)
- Experience as an analyst that provide problem solving to unresolved problem to customer
- Experience report management (Ms office format)
- Experience in handling project
- Advertised on 1-6-09. Application deadline on 30-6-09.
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Qualified Candidates should apply in confidence to :
telco@monroeconsulting.co.id
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