Call Center Technology Analyst, Workforce Management Specialist

Jobtailor; Worcester (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor in Worcester, MA seeks a Call Center Supervisor to oversee real-time call distribution, technology coordination, and process improvement. You will lead staff training, mentor team members, and liaise with IT to resolve technical issues, ensuring efficient service delivery across all lines of business.

The role requires 2+ years in a supervisory capacity within a call center and a Bachelor's degree or higher.

Qualifications

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

Responsibilities

• Monitor real time all call distribution and adjust as needed.
• Coordinate with IT and other departments on technology needs and projects.
• Develop and execute testing plans for new systems and processes.
• Track implantation progress and ensure timely delivery of IT-tested solutions.
• Oversee IT-related issues and push resolutions through established processes.
• Represent Customer Service on technology projects and testing requirements.
• Provide real time guidance and resolution of technical and non-technical issues.
• Support real-time queue management and staffing implications across lines of business.

Skills

Call center supervision

Resource planning

Staff training

Cross-functional liaison

Education

Bachelor's degree or higher

Job description

Responsibilities

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

Requirements

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

Core Competencies

Demonstrates expertise in call center operations, including real-time call distribution, technology management, and process improvement. Capable of providing training and mentoring to staff while effectively liaising with IT and other departments to resolve technical issues.