Voice Operations Analyst

We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.

The CM Operations team, which sits within the Vonage API sales organisation, is responsible for driving the revenue and margin growth of the international messaging & voice business. The team supports one of the fastest growing CPaaS & UCaaS companies in the market, directly managing our OTT and wholesale customer base, whilst working closely with our Carrier and Enterprise sales teams to develop and implement regional strategy plans. 

As a high-growth team delivering over 100% growth in the last two years, expansion is needed to ensure continued success. We seek to recruit an experienced voice operations analyst to join the team. This position plays a key role in supporting Vonage’s voice growth strategy, taking ownership for optimisation of the voice and numbers business through all Vonage’s business lines (API, VCC, VBC, VBE), whilst delivering analysis and market intelligence to support key business decisions.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…

• Quality and cost management - Routing optimisation, ensuring cost and quality delivery. 
• Market Intelligence - Supporting our regional sales and pricing teams with market information, trends and opportunities.
• Reporting - Creating and running reports through all LoBs for both monitoring daily KPIs and measuring  long-term business growth performance.
• Analytics - traffic trending and tracking through all LoBs, to ensure growth and safeguard against churn. Working with large data sets to extract useful information for internal teams and/or customers.
• Carrier performance reviews - Preparing and running monthly/quarterly carrier performance reviews together with account managers on partner’s quality performance and commercial usage
• Cost assurance - tracking of the accuracy of the cost base through all LoBs, working closely with pricing teams on cost data accuracy

• A robust results driven mindset and dynamic approach.
• Strong analytical skills with the ability to drive change
• A customer-driven focus and flexibility in a fast-paced environment.
• An ability to collaborate across different teams in the organization.
• Creativity and ideas - continuously looking at how we can improve the business.
• Product knowledge - in depth understanding of the voice market.
• Passionate about delivering excellence.
• Self-starting and ability to self-manage.

• 3+ years experience in the voice carrier market.
• Experience in an operational role supporting internal teams.
• A love for data, strong reporting and forecasting skills
• Experience with Reporting, BI and data management tools such as Tableau, Kibana and SQL.
• Track record of over-achieving quota and KPIs.

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

#LI-MB1

#LI-REMOTE