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Reach Your Potential At The Summit

Be a part of an innovative, diverse and creative team inspiring to change the landscape of the telecommunications industry. Everyone here is determined, compassionate and committed to achieving unified success. We want you to be a part of our team and encourage you to learn more about us.


Our team represents the diversity of our consumers and the communities we serve. We value every individual’s unique ideas, perceptions and cultural influences creating a broader understanding of our customer’s needs.

Life at Summit Broadband

Driven to succeed. Encouraging diversity. Family first. At Summit Broadband we care about you as a person, as a parent, as a loved one and as an employee. Though we expect you to give 110% and finish work in a timely fashion, we understand matters at home may arise that require your attention. We realize the better our employees are treated, the better they will portray the company to our customers. Summit Broadband strives to be the recognized service leader in the Florida telecommunications industry. Therefore, there is a service oriented culture where associates strive to build relationships with customers by treating them with respect and integrity.

Potential Growth

Summit Broadband offers an environment for growth and development. We are enablers of successful business people aiming to ensure you have the opportunity to reach the summit in your career. We not only provide tools for advancement within the company, but qualities you can take with you outside the company.

Choosing Summit Broadband

Be a part of an innovative, diverse and creative team inspiring to change the landscape of the telecommunications industry.


Summit Broadband offers exceptional benefits to full-time employees, including:

• Health Insurance • Dental • Vision
• Life Insurance • Disability • 401(K) with employer matching
• A wellness program • Paid time off • Paid holidays • Employee Referral Program

Summit Broadband is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
You can access Summit Broadband’s public inspection file at: Florida

Workforce Management - Intraday Analyst

Job Title
Workforce Management - Intraday Analyst
Job ID
Orlando,  FL 32811
Other Location
Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Workforce Management (WFM) Intraday Analyst to join our Contact Center and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.

Job Title: WFM - Intraday Analyst
Status: Non-Exempt
Reports to: Sr. Manager, Customer Experience
Location: Central Florida area

Position Summary:

The WFM Analyst monitors real time contact center key performance indicators including service level, average speed of answer, average handle time, reduced occupancy, and volume across multiple media types and sites. This position makes real-time decisions impacting staffing and forecast variance. The WFM Analyst works with the operations teams to ensure consistent communication and delivery of service objectives. Also utilizes analytical skills and strong business knowledge to identify operational challenges and provide insight on staffing and volume opportunities.

Essential Job Functions:
  • Real-time monitoring of critical business operations and performance indicators at an interval level including volume, average handle time, wait time, utilization, and service level
  • Responsible for WFM real time functions to include routing exceptions, break/lunch schedules, daily performance reports, ect.
  • Helps the Contact Center Supervisors in support of the day-to-day supervision of their teams to ensure service level and adherence objectives are being met
  • Maintain an efficient staff scheduling process, including the improvement of shift requirements and paid time off (PTO) planning
  • Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns
  • Utilizes forecasting data to assist in developing action plans to remedy service level gaps
  • Works closely with Contact Center Leaders team to address technical issues impacting service
  • Communicates performance trends and areas of concern to management and assists with implementation of corrective action plans as needed
  • Update reports to identify operational trend variations and underlying drivers across all channels
  • Ensures continuous improvement of Contact Center/workforce management processes through timely problem identification, effective resolution, and process enhancement
  • Prepare root cause analysis of SL performance, staffing and update reasons for anomalies in trends or performance
Knowledge, Skills, and Abilities:
  • Strong organization, communication, and presentation skills
  • Excellent interpersonal and communication skills
  • Flexibility in schedule between 8am and 9pm, including weekends
  • Comfort in a fast-paced environment
  • Ability to work independently and proactively with excellent time management
Education and Experience:
  • Experience in a Contact Center, Service Desk, or similar support environment preferred
  • High School Diploma
  • Experience with ACD & WFM (Genesys Cloud preferred) systems and reporting platforms preferred
  • 1+ years professional experience as a Workforce Management/Real-Time Analyst in a medium to large Contact Center environment required
  • Strong written and verbal communication skills
  • Exceptional problem-solving skills and the ability to anticipate, plan, and prioritize for varying workload levels required
  • Ability to work independently without supervision
  • This role is remote. Prefer candidates within the Central Florida area but will consider remote candidates within the state of Florida.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Summit Broadband, Inc. is an Equal Opportunity Employer. Summit Broadband participates in the E- Verify program.

Summit Broadband is a drug and tobacco free workplace.

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