Customer Service Tech & Real-Time Workforce Strategist

Fallon Health; Worcester (MA); On-site; USD 38,572 - 46,838; Full time

Job summary

Fallon Health in Worcester, MA is seeking a Customer Service Technology Analyst to manage all technology needs for the Customer Service team and monitor real-time call distribution.

You will work with IT on testing, implementation progress, and process improvements, while guiding the Call Center staff and ensuring smooth tech-enabled service delivery.

The role emphasizes collaboration across departments to optimize efficiency and member experience.

Qualifications

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

Responsibilities

• Monitor real-time call distribution.
• Represent Customer Service on technology projects, planning and testing requirements.
• Monitor incoming calls to ensure real-time queue management and redistribution if necessary.
• Troubleshoot technology issues for the CS team.
• Identify and propose new process improvement opportunities.
• Document and share best practices across CS teams.

Skills

Call center supervision

Workforce planning

Scheduling

Education

Bachelor’s degree or advanced education preferred

Job description

Fallon Health in Worcester, MA is seeking a Customer Service Technology Analyst to manage all technology needs for the Customer Service team and monitor real-time call distribution.

You will work with IT on testing, implementation progress, and process improvements, while guiding the Call Center staff and ensuring smooth tech-enabled service delivery.

The role emphasizes collaboration across departments to optimize efficiency and member experience.