Intraday Insights Analyst – Contact Center Operations

Frontier Communications; Honolulu (HI); On-site; USD 48,000 - 80,000; Full time

Benefits offered by this job

Day-one medical, dental, vision, andRx

401(k) match of 50% on 6% of eligible?

20 PTO days + 10 paid holidays

Same-sex spouse and domestic partner

Parental leave and caregiver leave

Job summary

Frontier Communications is seeking an Intraday Analyst for the Call Center Operations Resource Management Team in Dallas, TX. The role centers on real-time KPI monitoring across queues, agents, teams, and sites, with goals to optimize ASA targets and contact patterns.

The ideal candidate has a high school diploma and at least two years in workforce management within a contact center, plus proficiency with Alvaria WEM/WFO and MS Office. Flexible scheduling is required.

Qualifications

• High school diploma required.
• Minimum 2 years in a Resource/Workforce Management role within a contact center.
• Proficient with Alvaria (Aspect) WEM and WFO.
• Capable of daily, weekly, monthly, and quarterly data analysis with independent decisions.
• Strong communication; able to discuss actions with management.
• Willing to work a flexible schedule including weekends/nights/on-call/holidays.
• Ability to work independently with minimal supervision within a team.
• Familiar with MS Office applications.

Responsibilities

• Intraday real‑time monitoring of KPIs for all queues, agents, teams, and sites.
• Manage intraday volume fluctuations to achieve Average Speed of Answer (ASA) targets.
• Monitor outages and activate Interactive Voice Response (IVR) messages.
• Answer and resolve incoming customer requests via phone, chat, email, and tickets.
• Report on corrective/preventive changes to plan KPI execution.
• Communicate changes to contact patterns to critical stakeholders.
• Review and process tickets for Avaya skill changes.
• Send performance reports to key stakeholders.
• Document all processes and procedures as applicable.
• Perform other duties as assigned.

Skills

Data analysis

Communication skills

Independent worker

MS Office

Flexible schedule

Education

High school diploma

Tools

Alvaria WEM

Alvaria WFO

Job description

Frontier Communications is seeking an Intraday Analyst for the Call Center Operations Resource Management Team in Dallas, TX. The role centers on real-time KPI monitoring across queues, agents, teams, and sites, with goals to optimize ASA targets and contact patterns.

The ideal candidate has a high school diploma and at least two years in workforce management within a contact center, plus proficiency with Alvaria WEM/WFO and MS Office. Flexible scheduling is required.