Call Center Technology Analyst & Workforce Management Specialist (Fully Remote)

Overview

• Monitor real-time call distribution across all lines of business to ensure timely redistribution.
• Represent Customer Service on technology projects, planning and executing testing requirements.
• Provide real-time guidance and resolution of technical and non-technical issues.

Responsibilities

• Monitor real-time call distribution across all lines of business to ensure timely redistribution.
• Represent Customer Service on technology projects, planning and executing testing requirements.
• Provide real-time guidance and resolution of technical and non-technical issues.

Qualifications

• Bachelor's degree or advanced education preferred.
• 2+ years experience in a call center environment in supervisory, resource management, scheduling, or workforce planning.
• Strong troubleshooting and mentoring skills.

Benefits

• We are a mission-driven organization focused on improving health and inspiring hope.
• We offer a collaborative culture that values diversity and inclusion.
• We provide a hybrid/remote work arrangement.

Fallon Health is a health plan provider that delivers equitable, high-quality coordinated care for government-sponsored health insurance programs. Founded in 1977 in Worcester, Massachusetts, the company prioritizes members and embraces diversity in its workforce.