Operations Specialist

Job Title: Operations Specialist

About Us:

At Reach, we're transforming the telecom landscape with our SOC2-compliant, cloud-native platform. Originally developed to overcome the complexities of launching a mobile service, our platform now empowers businesses to create and manage subscription-based services across various networksincluding wireless, fiber, cable, DSL, satellite, and private LTE. By seamlessly integrating essential modules with value-added features, we deliver exceptional experiences for both customers and client agents. Our mission is to simplify connectivity, enabling our partners to innovate and scale rapidly. For more, visit

Job Overview:

We are looking for a detail-oriented Operations Specialist to drive efficiency, streamline workflows, and enhance service delivery. You will manage ticket resolution, cross-functional coordination, and process optimization, ensuring seamless operations. Leveraging data analysis and dashboard creation, you will track key metrics, identify trends, and provide actionable insights to support business decisions. If you thrive in a fast-paced environment and enjoy solving complex operational challenges, this role is for you!

Job Location:

Key Responsibilities:

• Ticket & Workflow Management

• Oversee and resolve operational tickets using the CRM system, ensuring timely resolution.
• Prioritize requests based on urgency and business impact, minimizing disruptions.

• Process Monitoring & Optimization

• Continuously track active workflows to ensure efficiency and adherence to SLAs.
• Identify bottlenecks, inefficiencies, and areas for process automation or enhancement.

• Operations Improvement & Strategy

• Analyse operational workflows and recommend improvements to enhance productivity.
• Drive initiatives that streamline internal processes, improving scalability.

• Cross-Functional Coordination

• Act as the central link between departments, ensuring seamless collaboration.
• Align teams to shared goals, facilitating smooth information flow and execution.

• Escalation & Issue Resolution

• Proactively escalate unresolved issues to the appropriate teams and track resolution.
• Ensure high-priority matters are addressed efficiently to maintain service quality.

• Data Analysis & Reporting

• Generate performance reports, analyze trends, and provide actionable insights.
• Create and maintain operational dashboards for real-time visibility.

• Compliance & Quality Assurance

• Ensure all operations adhere to company policies and regulatory standards.
• Conduct quality checks to maintain consistency and high performance.

• Documentation & Knowledge Management

• Maintain accurate records of processes, workflows, and operational guidelines.
• Build and manage a centralized knowledge base for continuous learning.

• Training & Team Enablement

• Assist in onboarding and training team members on operational best practices.
• Provide ongoing support to ensure the team is equipped to perform efficiently.

Qualifications and Desired Skills:

• Bachelor’s degree relevant to operations or related field.
• 2-4 years of relevant experience in an operations role, preferably within a tech or telecom environment.
• Understanding of CRM systems, ticket management, and processes.
• Organizational, multitasking, and problem-solving skills 
• Data analytics skills with the ability to extract insights 
• Good communication and interpersonal skills 
• Ability to work collaboratively with cross-functional teams.
• Ability to thrive in a fast-paced and dynamic work environment.