Real-Time Call Center Tech & Workforce Lead

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

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.