FTTH Operations Support

Exponant

Our Durban based (umhlanga) client in the Telecoms industry has a vacancy for an FTTH Operations Support person.

Produce daily, weekly and monthly performance reports including analysis of trends and key performance indicators in FTTH Saves.
Generate and interpret tenure-based insights to inform performance management and retention strategies in collaboration with the Business Partner.
Ensure accuracy of disposition reporting including detailed interrogation and validation of data.
Conduct call driver analysis to identify root causes and provide actionable insights for improvement in call routing and saves conversion rates.
Analyse and report on premature cancellations, identifying key drivers and recommending corrective actions.
Develop and implement upskilling plans to address capability gaps and improve team performance and reduce cost to serve.
Ensure robust quality assurance interventions.
Provide operational rigor insights to strengthen adherence to processes and performance standards.
Prepare and communicate incident reports for issues that may impact performance, including mitigation recommendations.
Drive accountability for saves performance, ensuring consistent delivery against targets
Partner with CVM and Product Lead to develop insight-driven churn prevention campaigns.
Continuously learn, understand and improve the FTTH saves end-to-end process, identifying opportunities for optimisation and efficiency.