Business Operations Analyst II - Wireless Skills
Core
Drive insights and strategy for Customer Experience (CX) departments by analyzing call data, identifying root causes of systemic issues, and developing internal tools to streamline wireless troubleshooting.
Role type
Business Operations Analyst (Wireless Skills)
Builds
Internal agent tools, documentation, and AI-driven process optimizations for wireless customer support teams.
Domain
Telecommunications / Wireless Technology / Customer Experience
Deliverable
dashboards & analysis
Required skills
Data analysis, Call center operations, Wireless technology knowledge (LTE/4G/5G), Stakeholder management, Process optimization, AI tool utilization, Technical documentation
Preferred skills
Experience with GRACE call analyzer, Tableau, Snowflake, Databricks
Technologies
GRACE, Tableau, Snowflake, Databricks, LTE, 4G, 5G
Responsibilities
Perform deep-dive call analysis to identify KPI trends and process optimizations; Prepare agents for new initiatives by defining training content; Serve as a technical SME for wireless processes; Partner with cross-functional teams to increase self-serve options; Conduct call listening and onsite roundtables to improve agent experience; Execute projects to shift resources from manual flows to AI-driven tools.
Seniority
Junior to Mid-level, hands-on IC
