Lead Operations Analyst

The Lead Operations Analyst is responsible for creating and supporting technical support processes, testing procedures, troubleshooting flows and communications. The ideal candidate will have an in-depth, working knowledge of technical support practices for voice and data services. This will include working knowledge of technologies including GPON, XGSPON, wi-fi, DSL and networking. This role involves continuously looking for ways to remove roadblocks through technology and lean principles to streamline processes, automate daily tasks, improve quality, and reduce cost. Key Responsibilities: Develop technical support processes to support call center agents Support a repair call center as a Subject Matter Expert (SME) on topics including GPON, XGSPON, wi-fi, DSL and networking Communicate best practices to agents using both written and verbal presentations Collaborate with peers and cross function groups to develop integrated practices. Work with IT teams to operationalize new procedures for agents Analyze metrics and data to understand trends and areas for improvement Work independently and as part of a team to ensure seamless collaboration and execution of projects