FTTH Operations Manager at Optimal Growth Technologies

Umhlanga Rocks, KwaZulu-Natal, South Africa -

Full Time

Start Date

Immediate

Expiry Date

08 Oct, 26

Salary

0.0

Posted On

10 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Reporting, Power BI, SQL, Tableau, Microsoft Excel, Root Cause Analysis, KPI Management, Stakeholder Management, Business Intelligence, Customer Retention, Performance Monitoring

Industry

IT Services and IT Consulting

Description

Job Description: FTTH Operations Manager Location: Umhlanga - Durban Duration: 12 months Role Purpose The Performance Insights Analyst is responsible for analysing operational performance, identifying trends, and providing actionable insights that improve customer retention, FTTH saves performance, and operational efficiency. The role partners closely with business stakeholders to deliver meaningful reporting, monitor key performance indicators, and drive continuous improvement initiatives through data-driven decision-making. Key Responsibilities Performance Reporting Produce daily, weekly, and monthly operational performance reports. Analyse trends, KPIs, and performance metrics relating to FTTH Saves. Develop dashboards and reports to support operational decision-making. Generate tenure-based insights to support customer retention strategies. Conduct root cause analysis on call drivers and identify opportunities to improve save conversion rates. Analyse premature cancellations and recommend corrective actions. Deliver in-flight deletion insights, highlighting operational risks and intervention opportunities. Validate and ensure the accuracy of disposition reporting and operational data. Provide operational insight to improve adherence to processes and performance standards. Support quality assurance initiatives through detailed performance analysis. Identify opportunities to optimise end-to-end FTTH Saves processes. Stakeholder Management Partner with Business Partners, CVM, Product, and Operations teams to develop insight-driven retention campaigns. Present findings and recommendations to management and key stakeholders. Prepare incident reports with mitigation recommendations where performance is impacted. Continuous Improvement Develop and recommend upskilling initiatives to address performance gaps. Drive accountability through performance monitoring and reporting. Continuously identify opportunities to improve operational efficiency and reduce cost-to-serve. Minimum Requirements Qualifications Diploma or Degree in Business Analytics, Statistics, Information Systems, Business Management, Mathematics, or a related field. Experience 3–5 years' experience in a Performance Analyst, Business Analyst, Reporting Analyst, or Operations Analyst role. Experience within Telecommunications, Contact Centre, Customer Retention, or Customer Experience environments is advantageous. Experience analysing operational KPIs and customer performance metrics. Strong reporting and dashboard development experience. Technical Skills Advanced Microsoft Excel Power BI SQL (advantageous) Tableau (advantageous) Data Analysis & Reporting KPI & Performance Management Root Cause Analysis Data Validation & Quality Assurance Business Intelligence Report Automation Core Competencies Strong analytical and problem-solving skills Excellent attention to detail Ability to interpret complex datasets Excellent verbal and written communication Stakeholder management Time management Planning and organisation Customer-focused mindset Ability to work under pressure Continuous improvement mindset Key Performance Indicators (KPIs) Accuracy of reporting Timeliness of reports Insight-driven business recommendations Improvement in FTTH Saves conversion rates Reduction in customer churn Process optimisation initiatives delivered Stakeholder satisfaction Data quality and reporting accuracy

Responsibilities

The role focuses on analyzing operational performance and FTTH saves to provide actionable insights for customer retention and efficiency. It involves producing detailed performance reports, developing dashboards, and partnering with stakeholders to drive continuous improvement.