Call Center Technology Analyst & Workforce Management Specialist - Hybrid/Remote

Brief Summary Of Purpose

The Customer Service Technology Analyst is responsible for managing all technology needs on behalf of Customer Service, as well as monitoring real time call distribution.

Key Accountabilities

• 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
• Maintain all new implantation progress
• Identify opportunities to improve efficiencies using technology

Responsibilities

• 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

Qualifications

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

Pay

$31 per hour, which reflects what we reasonably and in good faith expect to pay at the time of posting.