FTTH Operations Manager at Optimal Growth Technologies

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