Operations Analyst II

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for an Operations Analyst II to join our team! As an Operations Analyst II, you will be responsible for managing repair escalations, engaging correct fix agencies, determining the root cause of a customer’s service interruption, all while providing white glove service. Primary job duties involve research, troubleshooting, analysis, product support, and KPI reporting.

As an Operations Analyst II, your duties and responsibilities will include:

• Support long range forecast into short term, 30-minute interval specific forecast to determine call delivery and handle time patterns at an intraday level
• Monitor and evaluate call out percentages, attrition rates and other shrinkage/overhead factors that impact staffing
• Effectively build reporting for hourly and end of day metrics
• Analyze and advise on overtime and early release  
• Uses WFM and business judgment within broadly defined policies and practices to make recommendations that will drive continuous improvement
• Perform in-depth, complex ad-hoc analyses
• Perform post-performance analyses to identify cause/source of service performance and/or financial performance issues, and provide recommendations to WFM leadership on the implementation of future preventative actions
• Work with internal and partner teams by providing staffing and other WFM related guidance and direction
• Manage to monthly overtime budgets. Determine appropriate allocation of overtime dollars to ensure service level consistency while maintaining monthly and annual budget
• Support vendor management for service level performance for regulated and non-regulated products and call volume/allocation management to ensure monthly contracts are met without penalties.
• Provide root cause analysis on KPI misses and create after action plans
• Continually improve WFM processes by implementing automation such as Microsoft flows to increase efficiency and save time
• Manage shared mailbox and Teams rooms supporting staff, outages and system monitoring 

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Minimum of 5 years of WFM experience
• Working knowledge of Chat Salesforce/Google CCAI
• Knowledge of Microsoft suite including Excel, PowerPoint, Power BI, and flows
• Knowledge of WFM scheduling software such as NICE, Aspect, and/or Genesys WFM
• Knowledge and understanding of WFM contact center metrics and calculations
• Strong work ethic, ability to work independently and strategically on complex, often multiple projects concurrently and be able to effectively multi-task in an extremely fast paced environment
• Job requires occasional weekends/holidays and overnight on-call
• Supporting Technical/Repair 24x7 centers
• Core shift hours 7 am to 11 pm est.
• Excellent analytical and presentation development/delivery skills
• Solid written and oral communication skills
• Developing and distributing WFM daily and hourly reporting

#LI-HR1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

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. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real<