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Operations Analyst Ii Jobs
| Company | Lumen |
| Address | , Remote |
| Employment type | |
| Salary | $46,350 - $103,080 a year |
| Expires | 2023-06-24 |
| Posted at | 1 year ago |
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology
The Role
This position performs basic to intermediate analysis and works closely with the business clients to identify core business issues to map out possible solutions. The mapping is used to develop the business case for action, defining the need, the method, and the benefits of proposed solutions. This position undertakes basic analysis to contribute to the development of the detailed requirements of the solution, to satisfy the business need.
The Main Responsibilities
- Analyzes complex business problems with potential to be solved through automation. Identifies efficiency gaps and provide feedback
- Coordinate technician dispatch when applicable and follow through to completion
- Work to maintain/sustain our customer base by resolving their issues that have failed our processes
- Collaborate with and assisting other departments with customer escalations
- Support chronic customer account cases investigating thoroughly to resolution
- Troubleshoot and assist CAG with PUC/FCC complaints and resolve issues
- Interface with Network Technicians who need customer assistance
- Assist with identifying permanent Solutions are researched and found for customer satisfaction
- Possess a Customer Obsession mindset to deliver 100% Customer Satisfaction with every escalation received internal/external
- Manage appropriate customer account credits as applicable and valid
- Provide root cause detailed analysis and follow up, when applicable and appropriate to other departments, I.E. VP’s, CAG, Field APS/AOM’s
- Proactively look for and identify ways to improve processes, system issues, customer service
What We Look For in a Candidate
- Experience in analytics utilizing financial data.
- Expert MS Office Excel skills.
- 3-5 years of related experience.
- Strong communication skills verbal and written.
- Bachelor’s degree in relevant field or equivalent.
- Takes initiative to ask questions and proactively problem solve.
- Candidate should be a strategic thinker who can identify gaps in processes and work to close those gaps and improve the process.
- Excellent organizational skills and attention to detail.
- Analytical and decision-making skills.
What to Expect Next
Requisition #: 327393
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
Salary Min :
46350
Salary Max :
103080
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information . We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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