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

Fallon Health•Worcester, MA

29d•Hybrid

About The Position

The Customer Service Technology Analyst is responsible for managing all technology needs on behalf of Customer service, as well as monitor real time call distribution. Fallon Health is a company that cares. We prioritize our members—always—making sure they get the care they need and deserve. Founded in 1977 in Worcester, Massachusetts, Fallon Health delivers equitable, high-quality, coordinated care and is continually rated among the nation’s top health plans for member experience, service, and clinical quality. We believe our individual differences, life experiences, knowledge, self-expression, and unique capabilities allow us to better serve our members. We embrace and encourage differences in age, race, ethnicity, gender identity and expression, physical and mental ability, sexual orientation, socio-economic status, and other characteristics that make people unique. Today, guided by our mission of improving health and inspiring hope, we strive to be the leading provider of government-sponsored health insurance programs—including Medicare, Medicaid, and PACE (Program of All-Inclusive Care for the Elderly)— in the region. Learn more at fallonhealth.org or follow us on Facebook, Twitter and LinkedIn.

Requirements

2+ years experience in a call center environment in a supervisory, resource management, scheduling, and/or workforce planning capacity.

Nice To Haves

Bachelor’s degree or advanced education preferred.

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.
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
Identify opportunities to improve efficiencies using technology