Operations Analyst - Call Center & Dispatch Support

Summit Broadband•Orlando, FL

17h•Onsite

About The Position

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida is seeking an Operations Analyst to join our Customer Care Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best. The Operations Analyst plays a key role in supporting the Call Center and Dispatch teams by analyzing operational data, optimizing systems, and driving automation. This role blends technical aptitude with strong analytical skills to improve service efficiency, enhance real-time decision-making, and reduce manual processes. The ideal candidate is detail-oriented, data-driven, and focused on delivering actionable insights that improve call handling performance, dispatch accuracy, and overall operational effectiveness.

Requirements

Must be able to pass pre-employment criminal background and drug test

Nice To Haves

Strong analytical skills with experience in operational or call center analytics
Experience with reporting tools (e.g., Power BI, Tableau, Excel)
Familiarity with call center platforms, CRM systems, or dispatch/scheduling tools
Ability to interpret data and translate insights into actionable recommendations
Experience with workflow automation or process improvement initiatives

Responsibilities

Support the implementation, configuration, and optimization of call center and dispatch systems (e.g., telephony, CRM, scheduling/dispatch platforms)
Partner with Call Center and Dispatch leadership to gather business requirements and translate them into system enhancements
Assist with system integrations to ensure seamless data flow between platforms (CRM, workforce management, dispatch tools)
Troubleshoot system and workflow issues impacting call handling, ticket routing, and dispatch execution
Analyze call center metrics (e.g., call volume, AHT, service level, abandonment rate) and dispatch performance (e.g., response time, job completion, routing efficiency)
Develop and maintain dashboards and reports to provide visibility into key operational KPIs
Identify trends, bottlenecks, and performance gaps; provide actionable insights to improve efficiency and customer experience
Automate recurring reports to reduce manual effort and enable near real-time performance monitoring
Participate in testing (UAT, regression, functional) for system updates impacting call flows, ticketing, and dispatch processes
Create and document test scenarios aligned to real-world call center and dispatch workflows
Track and resolve system defects in coordination with IT and vendors
Ensure new tools and enhancements meet operational, usability, and performance requirements before deployment
Identify inefficiencies in call handling, work assignment, and dispatch workflows
Design and implement automated solutions to streamline ticket creation, routing, scheduling, and reporting
Reduce manual data entry through workflow automation and system enhancements
Continuously evaluate tools and processes to improve speed, accuracy, and scalability of operations
Work closely with Call Center Supervisors, Dispatch Managers, IT, and Operations leadership
Translate operational needs into technical solutions and reporting outputs
Support training and adoption of new tools, dashboards, and workflows
Act as a bridge between business users and technical teams to ensure alignment