Escalations & Workforce Optimization Specialist

Dobson Fiber; Oklahoma City (OK); On-site; USD 52,000 - 72,000; Full time

Job summary

Dobson Fiber seeks an Escalations/WFM Specialist to support its Care organization by managing escalated customer issues and assisting with day-to-day workforce management execution. This role is hands-on, highly organized, and collaborates across teams to keep urgent issues visible and on track.

The position focuses on queue monitoring, escalation triage, follow-up coordination, and performance tracking, with a view toward expanding support to future digital channels and growing across channels.

Qualifications

• 2+ years of experience in customer care or contact center operations.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced setting.
• Experience handling complex customer issues or supporting live queue operations is preferred.
• Comfortable working with spreadsheets, dashboards, case management tools, and operational reporting.
• Strong written and verbal communication skills, with the ability to follow through and keep stakeholders informed.
• Sound judgment, attention to detail, and a bias toward action.
• Comfortable working in an evolving environment where processes are being built and refined.

Responsibilities

• Monitor queues and escalation channels throughout the day, helping identify issues that require intervention, follow-up, or priority handling.
• Triage escalated customer issues, document key details, assign ownership, and coordinate next steps with leaders and partner teams.
• Help ensure escalations receive timely acknowledgment, active follow-up, and clear communication through resolution.
• Support intraday workforce management activities, including queue tracking, staffing observations, and communication of emerging volume or coverage issues.
• Provide visibility into queue conditions, backlog trends, aging items, and escalation activity through standard reports and scorecards.
• Partner with care leaders to flag repeat failure points, workflow breakdowns, and trends driving avoidable escalations.
• Assist with vendor-overflow tracking by monitoring patterns, highlighting concerns, and escalating issues to the manager as needed.
• Help maintain escalation logs, documentation, templates, and reporting processes that create consistency and accountability.
• Support future digital channels, including chat and email, as workforce and escalation workflows expand.
• Contribute to a culture of urgency, accountability, and customer-centered problem solving.

Skills

Strong organizational skills

Ability to manage multiple priorities

Excellent written and verbal沟通

Customer-focused problem solving

Attention to detail

Bias toward action

Tools

Spreadsheets

Dashboards

Case management tools

Operational reporting systems

Job description

Dobson Fiber seeks an Escalations/WFM Specialist to support its Care organization by managing escalated customer issues and assisting with day-to-day workforce management execution. This role is hands-on, highly organized, and collaborates across teams to keep urgent issues visible and on track.

The position focuses on queue monitoring, escalation triage, follow-up coordination, and performance tracking, with a view toward expanding support to future digital channels and growing across channels.