CS Business Analyst Process Manager (Jakarta Raya)

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.
• Advertised on 1-6-09. Application deadline on 30-6-09.

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

Qualified Candidates should apply in confidence to :

telco@monroeconsulting.co.id

Only applicant who has attached resume will be considered!!
~So please do attach your resume before applying to this job & please mention your salary expectation~

Only Candidates who meet the requirement will be invited for interview