Operations Analyst - Call Center & Dispatch Support in Orlando, Florida at Orlando Telephone Company Inc

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.