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 ResponsibilitiesDevelop technical support processes to support call center agentsSupport a repair call center as a Subject Matter Expert (SME) on topics including GPON, XGSPON, wi-fi, DSL and networkingCommunicate best practices to agents using both written and verbal presentationsCollaborate with peers and cross function groups to develop integrated practices.Work with IT teams to operationalize new procedures for agentsAnalyze metrics and data to understand trends and areas for improvementWork independently and as part of a team to ensure seamless collaboration and execution of projects