Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Operations Analyst - Call Center & Dispatch Support Summit Broadband - 2.9 Orlando, FL Job Details Full-time 20 hours ago Qualifications Performance dashboard reports Application Integration Regression testing implementation Operational analysis Systems integration Data visualization software proficiency Bug Tracking (Quality assurance practices) Requirements design Performance optimization Tooling Test Case Documentation (Quality assurance practices) Dashboard creation Customer satisfaction tracking Business intelligence report generation Software implementation Dashboard creation support Process design Bug Reporting (Quality assurance practices) Metrics Reporting Mid-level User training (technical support) Trend analysis Analysis skills Business intelligence tools Continuous improvement System validation Requirements analysis Issue tracking Quality control User acceptance testing Full Job Description Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida is seeking an Operations Analyst to join our Customer Care Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.
Job Title:
Operations Analyst Status:
Full Time/Non-Exempt Reports to:
Director, Contact Center Location:
Orlando, FL Position Summary:
The Operations Analyst plays a key role in supporting the Call Center and Dispatch teams by analyzing operational data, optimizing systems, and driving automation. This role blends technical aptitude with strong analytical skills to improve service efficiency, enhance real-time decision-making, and reduce manual processes. The ideal candidate is detail-oriented, data-driven, and focused on delivering actionable insights that improve call handling performance, dispatch accuracy, and overall operational effectiveness.
Key Responsibilities:
Operational Systems Support (Call Center & Dispatch) Support the implementation, configuration, and optimization of call center and dispatch systems (e.g., telephony, CRM, scheduling/dispatch platforms) Partner with Call Center and Dispatch leadership to gather business requirements and translate them into system enhancements Assist with system integrations to ensure seamless data flow between platforms (CRM, workforce management, dispatch tools) Troubleshoot system and workflow issues impacting call handling, ticket routing, and dispatch execution Performance Analysis & Reporting Analyze call center metrics (e.g., call volume, AHT, service level, abandonment rate) and dispatch performance (e.g., response time, job completion, routing efficiency) Develop and maintain dashboards and reports to provide visibility into key operational KPIs Identify trends, bottlenecks, and performance gaps; provide actionable insights to improve efficiency and customer experience Automate recurring reports to reduce manual effort and enable near real-time performance monitoring Testing & Quality Assurance Participate in testing (UAT, regression, functional) for system updates impacting call flows, ticketing, and dispatch processes Create and document test scenarios aligned to real-world call center and dispatch workflows Track and resolve system defects in coordination with IT and vendors Ensure new tools and enhancements meet operational, usability, and performance requirements before deployment Process Improvement & Automation Identify inefficiencies in call handling, work assignment, and dispatch workflows Design and implement automated solutions to streamline ticket creation, routing, scheduling, and reporting Reduce manual data entry through workflow automation and system enhancements Continuously evaluate tools and processes to improve speed, accuracy, and scalability of operations Cross-Functional Collaboration Work closely with Call Center Supervisors, Dispatch Managers, IT, and Operations leadership Translate operational needs into technical solutions and reporting outputs Support training and adoption of new tools, dashboards, and workflows Act as a bridge between business users and technical teams to ensure alignment Preferred Qualifications Strong analytical skills with experience in operational or call center analytics Experience with reporting tools (e.g., Power BI, Tableau, Excel) Familiarity with call center platforms, CRM systems, or dispatch/scheduling tools Ability to interpret data and translate insights into actionable recommendations Experience with workflow automation or process improvement initiatives Success Measures Improved call center KPIs (service level, handle time, customer satisfaction) Enhanced dispatch efficiency (faster response times, improved routing accuracy) Reduction in manual reporting and data entry Increased visibility into real-time operational performance Adoption and effectiveness of automated workflows and reporting tools Must be able to pass pre-employment criminal background and drug test
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Summit Broadband is a tobacco and drug free workplace. Summit Broadband, Inc. is an Equal Opportunity Employer. The Company participates in the E-Verify program.
