Call Center Technology Analyst & Workforce Management Specialist - Hybrid/Remote
$64,480–$64,480 year
HybridWorcester, Massachusetts, United States
EXPIREDWorcester, Massachusetts, United StatesHybridFull Time$64,480–$64,480 yearMedium
Full TimeMedium
Job Summary
Monitor real-time call distribution across all lines of business and manage technology needs for the Customer Service team. Track and resolve technical issues through IT processes while coordinating testing requirements and monitoring new implantation progress. Identify efficiency opportunities, lead process improvement projects, and provide real-time guidance on both technical and non-technical issues. Serve as the liaison with IT and OSS departments to support incoming call volume and queue management. Offer training and mentoring to call center staff as needed.
Required Qualifications
- 2+ years experience in a call center environment in a supervisory, resource management, scheduling, and/or workforce planning capacity
- Bachelor's degree or advanced education preferred
Desired Qualifications
- Bachelor's degree or advanced education preferred
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