This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
We are seeking a detail-oriented and proactive Operations Analyst to support the Technician Support Center (TSC). In this role, you will contribute to business process development, standards implementation, ORT testing, and product rollouts. You will leverage your expertise in device programming and assignment to identify and refer roadblocks, streamline workflows, and assist in implementing technology-driven solutions. Your work will directly improve quality, enhance agent productivity, and reduce operational costs through automation and lean principles.
Job Responsibility:
Tracking and reporting roadblocks faced by the TSC, ensuring timely resolution
Serving as a Subject Matter Expert (SME) for programming and facility assignments to support field technicians and IBP with escalations
Communicating process changes across the TSC to ensure understanding and compliance
Collaborating with cross-functional teams to identify issues, propose solutions, and engage Process and Platform Support personnel when needed
Managing escalations into the TSC, follow through to resolution, and highlight potential fixes
Representing TSC on project calls and ensuring team awareness of upcoming changes
Partnering with reporting teams to maintain accurate and actionable TSC metrics
Requirements:
Bachelor’s degree or equivalent experience, plus 5+ years of related experience
Strong proficiency in Office 365 (PowerPoint, Excel)
Extensive experience with programming and facility assignment for fiber and copper facilities in a telco environment
Strong analytical skills with the ability to identify performance drivers and trends
Proven ability to work effectively under tight deadlines and firm schedules
Excellent verbal and written communication skills
Familiarity with analytics tools and reporting platforms such as BOSS OM, Optius, Power BI
Nice to have:
Experience with process improvement methodologies
Knowledge of automation tools and scripting for operational efficiency
Prior experience supporting Technician Support Centers or similar operational environments
Ability to support cross-functional projects and influence stakeholders at multiple levels
What we offer:
Competitive medical, dental, vision, and life insurance