As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. * Linking all key data signals along the customer journey, including customer portal and self-service interactions, ticketing and ITSM data, telephony and IVR, CRM, ERP, delivery processes, product telemetry, as well as incident and release data * Development of a unified and reproducible KPI logic for core operational metrics such as NPS, first contact resolution, time to resolution, early resolution rate, repeat contact rate, escalation rate, MTTR, billable utilisation, and on-time delivery * Creation of clean, consistent data structures as the foundation for AI and automation solutions, as well as for robust management reporting * Responsibility for support and ITSM ticketing, IVR, and the cases delivery pipeline, including incident and release management ...
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