FTTH Operations Manager FULL TIME & PERMANENT

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 ReportingProduce 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 ManagementPartner 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 ImprovementDevelop 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.Experience3–5 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 ExcelPower BISQL (advantageous)Tableau (advantageous)Data Analysis & ReportingKPI & Performance ManagementRoot Cause AnalysisData Validation & Quality AssuranceBusiness IntelligenceReport Automation
Core Competencies
Strong analytical and problem-solving skillsExcellent attention to detailAbility to interpret complex datasetsExcellent verbal and written communicationStakeholder managementTime managementPlanning and organisationCustomer-focused mindsetAbility to work under pressureContinuous improvement mindset
Key Performance Indicators (KPIs)
Accuracy of reportingTimeliness of reportsInsight-driven business recommendationsImprovement in FTTH Saves conversion ratesReduction in customer churnProcess optimisation initiatives deliveredStakeholder satisfactionData quality and reporting accuracy