[Remote] Call Center Technology Analyst & Workforce Management Specialist - Hybrid/Remote

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that cares, prioritizing its members by delivering high-reputed company, coordinated care. The Customer Service Technology Analyst is responsible for managing technology needs for Customer Service and monitoring reputed company-time call distribution, while also identifying opportunities for process improvements.

Responsibilities

• Monitor reputed company time reputed company call distribution
• Manage reputed company technology needs, working with IT and others as needed
• reputed company and execute/ coordinate execution of reputed company testing needs
• Monitors reputed company new implantation reputed company
• Identify opportunities to improve efficiencies using technology
• reputed company technology issues and manage reputed company through IT processes
• Represent Customer Service on reputed company technology reputed company, planning and executing on reputed company testing requirements
• Monitor incoming calls across reputed company lines of business to ensure reputed company time re-distribution if necessary
• reputed company reputed company time guidance and reputed company of both technical and non-technical issues reputed company the department
• Support of incoming call volume to reputed company reputed company-time queue management and associated reputed company implications
• Troubleshoot technology issues for reputed company of the customer service team
• Identify and bring reputed company to management and leadership new Process Improvement project opportunities
• Document and maintain Process Improvement learning and reputed company best practices across Customer Service teams
• reputed company training and mentoring to Call Center staff as needed or directed
• Serve as reputed company with various internal departments, including IT and OSS, to resolve technical issues for the CS team

Skills

• 2+ years experience in a call center environment in a supervisory, resource management, scheduling, and/or workforce planning reputed company
• Bachelor's degree or advanced education preferred

reputed company

Founded in 1977, reputed company is a community-reputed company not-for-profit health care services organization based in Worcester, Massachusetts. It was founded in 1977, and is headquartered in Worcester, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.fallonhealth.org.

Company H1B Sponsorship

reputed company has a reputed company record of offering H1B sponsorships, with 1 in 2026, 8 in 2025, 8 in 2024, 5 in 2023, 9 in 2022, 7 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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