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At Frontier, seeing what's beyond the horizon is in our fiber. And we've been doing just that for over 80 years - connecting communities with emerging communications technology across the country. At Frontier, we're transforming our business to break new ground and taking the digital revolution across the nation. We've invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We're growing our team so you can join us in exploring and opening new frontiers. Here, you'll have the opportunity to build a powerful foundation for America's future and yours.
We are looking to hire an Intraday Analyst to be part of the Call Center Operations Resource Management Team. The Intraday Analyst will be responsible for intraday monitoring of Key Performance Indicators (KPIs) during the day to ensure effective management of incoming volume. This position's responsibility includes monitoring queues and outages, scheduling, managing Avaya Agent profiles, and measuring and analyzing operational performance and metrics by utilizing our WFM systems and protocols to ensure each component combines seamlessly for all stakeholders. This role includes answering and resolving requests for schedule adjustments, questions, and paid time off within each location's Contractual Bargaining Unit (CBA) via exception management. This position is highly visible to internal operations teams and vendor organizations, and confidentiality must always be maintained, and the highest level of integrity must be demonstrated in all dealings.
In this in-person role, you must report to 1919 McKinney Avenue, Dallas, TX 75201, to complete your work responsibilities.
- Intraday real-time monitoring of KPIs for all queues, agents, teams, and sites.
- Manage Intraday and react to fluctuations in call volume as they occur by determining the appropriate course of action to achieve Average Speed of Answer (ASA) targets.
- Monitor outages and activate Interactive Voice Response (IVR) messages for proper communication with customers.
- Answer and resolve incoming customer requests/issues via phone, chat, email, and user-submitted tickets.
- Report on executing corrective/preventive changes to plans to achieve KPIs.
- Communicate and call out changes to contact patterns to critical stakeholders.
- Review and process tickets for Avaya skill changes.
- Send reports related to performance to key stakeholders as needed.
- Document all processes and procedures as applicable.
- Other duties as assigned.
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer include:
- Salary Range: $48,000 - $80,000
- 20 PTO (Paid Time Off) days + 10 paid holidays per year
- Day one medical, dental, vision, and prescription drug plan
- 401k match of 50% on 6% of eligible compensation
- Same-sex spouse and domestic partner benefits coverage
- 10 weeks of paid parental leave, 3 weeks of paid caregiver leave, and up to $10k in adoption program assistance
- Must have a high school diploma.
- A minimum of 2 years of experience in a Resource / Workforce Management role within a contact center is preferred
- Proficient knowledge of and use of Alvaria (formerly known as Aspect) WEM and WFO
- Must be willing to work a flexible schedule/shift, including weekends, nights, on-call, and holidays on a rotational basis
- Must be able to work individually with minimal supervision and guidance and within a team environment
- Must be willing to work on special projects and manage through high call volume scenarios
- Familiarity with MS Office applications
RSRFTR
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.