Senior Operations Analyst

$63,980 - $85,300/Yr

Lumen Technologies - Columbia, SC

Full-time - Mid Level

Remote - Columbia, SC

Telecommunications

About the position

The Senior Operations Analyst in the Dispatch Operations team at Lumen plays a crucial role in leading the analysis and optimization of field service operations within the Dispatch organization. This position is responsible for overseeing the performance of the dispatch team, designing and implementing process improvements, and leading complex data analysis projects. The analyst will also mentor junior analysts, ensuring that they are equipped with the necessary skills and knowledge to succeed in their roles. Collaboration is key in this position, as the Senior Operations Analyst will work closely with various stakeholders, including dispatchers, field technicians, and management, to ensure the timely and efficient completion of service requests. This role directly impacts the efficiency and effectiveness of Dispatch operations, ensuring that the Field teams are prepared to meet customer demands with precision and speed. In addition to operational oversight, the Senior Operations Analyst will prepare and present detailed reports on dispatch performance metrics, providing insights that drive decision-making and strategic planning. The analyst will also be responsible for ensuring compliance with all relevant regulations and standards, thereby maintaining the integrity and reliability of the dispatch operations. This position supports business functions across multiple US time zones, working primarily during the day shift from 8 AM to 5 PM local time, and offers the flexibility of working from home with no travel expected.

Responsibilities

• Lead the analysis and optimization of dispatch operations.
• Oversee the performance of the dispatch team and provide guidance and support.
• Identify and implement improvements to enhance the efficiency and effectiveness of dispatch operations.
• Collaborate with other departments to ensure seamless communication and coordination.
• Prepare and present detailed reports on dispatch performance metrics.
• Provide training and support to dispatch staff on new processes and technologies.
• Ensure compliance with all relevant regulations and standards.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 5+ years of experience in operations analysis, with at least 2 years in a senior role, preferably in the telecom industry.
• Strong leadership and management skills.
• Excellent analytical and problem-solving skills.
• Exceptional communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Ability to work independently and as part of a team.

Nice-to-haves

• Master's degree in Business Administration, Operations Management, or a related field.

Benefits

• Health insurance coverage
• Life insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• 401k retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Flexible scheduling options
• Professional development opportunities
• Employee discount programs