Operations Analyst

Brightspeed • Charlotte, NC

14h

About The Position

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.

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 Haves

• 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

Responsibilities

• 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

Benefits

• We offer competitive compensation and comprehensive benefits.
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
• Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level