Wireless Skills Analyst II
Core
Analyze operational bottlenecks and agent experience challenges to identify gaps in support/training materials and deliver actionable recommendations for workflow simplification.
Role type
Senior IC Customer Experience Operations Analyst
Builds
Improved agent workflows and training materials
Domain
Satellite TV & Telecommunications / Customer Experience Operations
Deliverable
dashboards & analysis
Required skills
Data interpretation, Problem solving, Cross-functional collaboration, Project management, AI literacy, Written communication, Verbal communication, Analytical decision-making, Adaptability
Preferred skills
Project management certification
Technologies
Reporting software, Collaborative platforms, AI-powered productivity tools
Responsibilities
Conduct hands-on roundtables and side-by-side observations to identify friction points, Leverage data-driven insights and AI sentiment analysis to address training gaps, Partner with cross-functional departments to execute strategic change initiatives, Prioritize and manage multiple assigned projects in onsite locations
Seniority
Mid-Senior, hands-on IC
