End-to-end build-out of the COO data warehouse – from data modeling and pipeline development to the integration of relevant source systems and the delivery of usable data products * 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 * Design and implementation of dashboards and reports for support, service delivery, and group IT – user-centric, action-oriented, and consistently focused on steering and decision-making * Development: Our in-house academy and a portfolio of external partners support your professional growth
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