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Company: Lumos Networks
Location: Waynesboro
Posted on: November 26, 2022

Job Description:


North Carolina, USA * South Carolina, USA * Virginia, USA * Virtual

Req #1392

Monday, November 21, 2022

Why Lumos- NorthState :

At Lumos, we believe that the world would be a better place if today's internet-powered the possibilities of tomorrow. This purpose drives our promise to build future-ready communities supported by ultra-high-speed fiber internet. Join the fast growing team and help us power the possibilities of tomorrow!

Job Summary

Well-organized Intra-day Analyst is responsible for the real-time management and support of multiple skills and agent queues to ensure that the contact center is running optimally to maximize efficiencies, reduce customer wait times, improve customer experience and deliver KPI's. As an Intraday Analyst, responsibilities include developing call forecasts and agent schedules, monitoring intra-day agent activity, providing recommendations to achieve SLA/ASA and efficiency goals, and executing short-term adjustments to forecasts while ensuring the integrity of data within our system of record. Ability to identify emerging trends, measure and mitigate impacts to the business, audit multiple systems, and provide timely and impactful feedback through clear and concise written and verbal communication is critical in this role. Candidate must be proactive, detail-oriented, and analytical and possess the ability to prioritize tasks.

Duties & Responsibilities


* Tracks and reports on daily and intraday call, chat, and email volumes. (Note: "intraday" should be by quarter-hour, if possible)

* Forecasts daily and intraday volume, and rolling 30/60/90 forecasts to provide visibility to available capacity vs. growth/planned activity

* Monitors service levels (SVL), call volume, and average handle time (AHT). Initiates appropriate actions to help department achieve SVL and AHT goals against customer call/chat activity. Re-skills and prioritizes queues and agents as necessary to ensure goals are obtained.

* Makes intraday decisions on allocation of resources, and priority of volume and channels. Adjusts breaks/lunches, administrative work, and outbound calls as needed to balance SVL and accomplishment of all work performed by call center.

* Creates and maintains schedules for staff daily workload hours needed to ensure SVL goals are obtained, and to minimize rollover to BPO contact center.

* Communicates professionally and effectively with all levels of employees.

* Uses reporting to determine efficiencies and utilization/occupancy improvements


* Administers vacation time and other time off allowances for Call Center agents.

* Works closely with call center management to balance SVL and off-phone needs.

* Sends alerts to employees and management when agents are out of standards (AHT, aux. codes, etc.).


* Escalates to appropriate internal and external teams when needed (e.g. IT issues, call volume spikes, etc.)

* Uses judgment to make decisions based on ambiguous situations/contact center performance conditions.

* Perform special projects as determined by management

  • Provides recommended options and suggestions to ensure center operates effectively.


    • Education: HS Diploma, BA/BS degree (preferred)

    • Experience:

    • Minimum 3 years' experience in call center environment with at least 50 employees. Prefer experience in Virtual agent environment

    • Minimum of 1 year experience in Workforce Management

    • Experience in environment with (20+) queues and skills in Omni channel environment

    • Five9 experience & certifications preferred

    • Skill based routing

    • Key Competencies: Organization, Strong Communication skills , Adapts Well to Change, Passion for call center functions/environment, Strategic thinking, Active listening skills, Emotional Intelligence

      Required Knowledge, Skills, and Abilities/to qualify for the role you must have:

      • Fundamental understanding and ability to speak to WFM/Contact center metrics and terminology

      • Excellent organization skills

      • Critical Thinking skills

      • Capacity and Confidence to make real time decisions without seeking higher authority

      • Problem Resolution Skills

      • Experience in leading and managing organizational change

      • Solid understanding of the concepts of contact center workload, staffing and scheduling

      • Confident making decisions in ambiguous situations without specific direction on how to reach a solution

      • Must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement

      • Ability to work effectively in a fast-paced situation and to handle stressful situations

      • Passionate about our customers and values in the workplace

        What we offer:

        • Competitive Salary

        • Comprehensive Medical, Dental, and Vision Insurance

        • Safe Harbor 401(k) Match (up to 5%)

        • Employer-paid life and disability insurance

        • Employee Assistance Program

        • Flexible Spending Account

        • Tuition Reimbursement

        • Wellness Bonus Program (for physical activity and nutrition)

        • Paid vacation/holidays & personal days (11)

          We are proud to be an

          EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform

          pre-employment substance abuse testing.

          Other details

          Job Family

          Marketing and Sales

          Pay Type


          Apply Now

          • North Carolina, USA

          • South Carolina, USA

          • Virginia, USA

          • Virtual

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Keywords: Lumos Networks, Roanoke , WORKFORCE MANAGEMENT INTRADAY ANALYST, Professions , Waynesboro, Virginia

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