This position is based in Umhlanga, Durban.
We’re accepting applications for the position of FTTH Operations Support Specialist in Umhlanga, Durban. Duties will include producing performing reports which include analysis of trends and KPIs in FTTH saves; generating and interpreting tenure-based insights to inform performance management and retention strategies in collaboration with the Business Partner; ensuring the accuracy of disposition reporting, including detailed interrogation and validation of data; conducting call driver analysis to identify root causes and providing actionable insights to improve call routing and saves conversion rates; as well as delivering in-flight deletion insights, highlighting potential risks and opportunities for intervention; among other functions.
Duties and Responsibilities:
- Producing daily, weekly and monthly performance reports, including analysing trends and key performance indicators in Fibre to the Home (FTTH) saves
- Generating and interpreting tenure-based insights to inform performance management and retention strategies in collaboration with the Business Partner
- Ensuring the accuracy of disposition reporting, including detailed interrogation and validation of data
- Conducting call driver analysis to identify root causes and providing actionable insights to improve call routing and saves conversion rates
- Delivering in-flight deletion insights, highlighting potential risks and opportunities for intervention
- Analysing and reporting on premature cancellations, identifying key drivers and recommending corrective actions
- Developing and implementing upskilling plans to address capability gaps, improve team performance and reduce the cost to serve
- Ensuring robust quality assurance interventions
- Providing operational rigour insights to strengthen adherence to processes and performance standards
- Preparing and communicating incident reports for issues that may impact performance, including recommending mitigation measures
- Driving accountability for saves performance, ensuring consistent delivery against targets
- Partnering with Customer Value Management (CVM) and the Product Lead to develop insight-driven churn prevention campaigns
- Continuously learning, understanding and improving the Fibre to the Home (FTTH) saves end-to-end process, identifying opportunities for optimisation and efficiency
Minimum Requirements:
- Matric and relevant tertiary qualification
- At least 3 to 5 years experience in a similar role in the telecommunications industry
- Must be based in Durban