Business Intelligence Support

Subsidiary/ Department Overview The European Customer Services Office (ECSO) is responsible for supporting Customer Service operations across Europe to achieve operational excellence and customer satisfaction. Encompassing customer contact centres, service engineers, online support, Quality Assurance laboratories and spare parts logistics, the remit of ECSO is diverse and dynamic. As well as the day to day support of the field, the EHQ CS team is also responsible for Governance, KPI reporting, campaign performance monitoring, best practice support and implementation, risk monitoring and strategy development. The aim of the team is to ensure the best in class Service Experience for European customers. Purpose of the Role In Europe we are managing many interactions with key customers, known as GPG’s (Global Purchasing Groups) and Consumers. Managing Quality is a constant challenge and being ahead of GPG and any escalation is key. The aim of this role is provide the Line Manager and CS Department functions with key intelligence and insight around performance with regard to GPG’s and key products. It is with aim to make a proactive force in managing expectations of the GPG’s with regards to what their respective markets are doing. A role requiring a strong technical attitude led by data captured from different parts of the business and supporting systems. Enhancing knowledge and awareness will add value to the way in which we manage our markets and provide greater insight to the wider business. Helping to support key initiatives and strategies will be a key factor further enhancing our business and offerings around the Device, Consumer and Partner lifecycles. This is a new role and there is strong opportunity to help push some boundaries by way of smart business intelligence. Key Responsibilities • Provide regular and new standardised reports with key insight from various internal systems • Generate new ideas for report, KPIs based on key Partner challenges and real market issues • Conduct continuous data analysis based on initial findings to identify and support new initiatives • Support GPG subsidiary escalations • Work with and support GPG escalation processes • Provide support to additional departmental functions as required • Present to key stake holders internally on the insight found and potential remedy, where relevant • Support in Quarterly Business Reviews with Operators Key Competencies & characteristics Soft Skills • Native or professional working proficiency English language skills in this Pan European but Globally connected role • Comfortable with business systems and common MS tools, able to mine data to the highest and most efficient manner • High focus on reaching a conclusive result • Technically aware within Mobile Telephony After Sales and Quality • Excellent relationship management skills • Multiple team worker • Strong Character with a forward thinking and ‘out of the box’ approach and with confidence to raise issues and ideas • Focussed attitude to Task in hand • Able to travel on occasion (10%) To be successful in this role you ideally have: • Experience in a Technical Analytical role, preferably within Telecommunications • Understanding of Quality Management within a product lifecycle from Technical Acceptance to End of Life • Understanding of Reverse logistics and key stakeholder within Reverse Logistics (Partner, Service Centre, Call Centre, etc) • Ability to demonstrate analytical skills and challenges associated with business limitations • Microsoft Excel expert • Understanding of the European Telecommunications Market, in particular the challenges in relationships between trade customers and OEM’s