Ritter Communications · 1 day ago
Operations Analyst
Jonesboro, Arkansas, United States
Full-time
Onsite
Mid Level
3+ years expRitter Communications is the largest privately held telecommunications provider serving the Mid-South, offering a range of services including broadband and data center solutions. The Operations Analyst is responsible for providing operational support and conducting in-depth analysis of Customer Experience projects, while also managing stakeholder engagement and ensuring compliance with telecommunications regulations.
InternetTelecommunications
Responsibilities
Engages with departments to identify pain points, KPIs, and data needs
Gathers, documents, and translates business requirements into clear analytical deliverables and technical data analysis tasks
Acts as a liaison between functional areas, CX Technology stakeholders, and vendors to resolve system issues, coordinate changes, and support enhancements
Leads and facilitates program-related meetings and document status utilizing meeting notes and the project schedule, with a focus on technology-driven initiatives
Creates and maintain imports and integrations into NPS/experience measurement platforms (e.g., Nice Satmetrix) for surveys and related customer data
Maintains the internal phone system (auto-attendants, call routing, basic configurations)
Manages support tickets for workflow tools and phone systems
Participates in an on-call rotation for after-hours technical incidents and outages
Understands and complies with telecommunications policy, laws, and regulations as applicable to the job duties
Maintains documentation and controls to meet audit standards
Establishes and maintains audits specifically for Customer Experience processes
Monitors system performance and compliance metrics that impact NPS (Net Promoter Score)
Writes clear and concise processes and procedures while maintaining process documentation, user guides, and change history for CX Technology systems and operational workflows
Assists in launching Customer Experience and CX Technology-related programs and initiatives, including testing, documentation, and training support
Tracks project milestones and escalating risks or delays to leadership
Performs all other related duties as assigned by the Manager, CX Technology or Director-level leadership
Qualification
Required
Advanced proficiency with Excel is required
Knowledge of the telecommunications industry, operations, technology, and equipment
Solid understanding of data concepts, including KPIs, data relationships, data quality, and metrics tracking
Strong understanding of data analysis techniques and best practices
Knowledge of eLation, Salesforce, and Satmetrix
Knowledge of Agile or Scrum methodologies
Basic understanding of SQL and data warehousing concepts
General knowledge of Customer Service, Quality Compliance, or Operations team processes
Familiarity with data modeling and working with structured datasets
Skill in gathering and analyzing business requirements, then translating them into actionable insights
Ability to communicate effectively and use interpersonal skills to engage with diverse business functions and all levels of management
Skill in technical writing for documentation, process clarity, and executive-level presentations
Strong data storytelling skills to present complex information clearly
Ability to work with curated datasets to build meaningful analyses and perform advanced reporting
Ability to review, test, or create reports, tools, and processes for maximum efficiency
Ability to work independently, pay close attention to detail, and maintain high levels of accuracy
Ability to work under pressure and meet critical deadlines
Ability to exercise sound judgment, solve problems with decorum, and make decisions consistent with job responsibilities
Ability to work in cross-functional or matrixed teams
Preferred
Bachelor's degree in Business Analytics, Business Administration, Data Science or equivalent and three years of experience in telecommunications, IT services, or other technology industry preferred
Power BI certification is a plus
Benefits
Health
Dental
Vision
Cancer
Accident and life insurance
Short-term and long-term disability
401(k) with company match
Flexible spending accounts
Free gym membership
Company discounts
Tuition reimbursement
Paid training
Paid leave
And much more!
Company
Ritter Communications
Ritter Communications is a telecommunications company that provides internet and business solutions.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$593.8MKey Investors
Tennessee State Government
2024-11-12Debt Financing· $590M
2022-09-20Grant· $3.8M
2019-08-12Acquired
Leadership Team
Heath Simpson
Chief Executive Officer
Mark M. McHale
Vice President Public Affairs and Community Relations
Recent News
The Journal Record
2025-12-07
Talk Business & Politics
2025-10-31
Company data provided by crunchbase