FTTH Operations Support

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.

• Matric /Grade 12
• Relevant FTTH certificates/qualifications.

• 6 month contract. Possibility of a Renewal/extension
• Max rate per hour - R300 (R48 000 per month)
• Valid Driver's license (Own vehicle preferred)

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