Call Center Technology Analyst, Workforce Management Specialist

Responsibilities

• 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
• Monitors all new implantation progress
• 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.

• 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.

Demonstrates expertise in call center operations, including real-time call distribution, technology management, and process improvement. Capable of providing training and mentoring to staff while effectively liaising with IT and other departments to resolve technical issues.