Call Center Technology Analyst, Workforce Management Specialist

Fallon Health

Customer Service Technology Analyst responsible for managing call distribution and technology needs at Fallon Health. Ensuring optimal functioning of customer service operations and technology support.

Posted 7/15/2026full-timeWorcester • Massachusetts • 🇺🇸 United StatesJuniorMid-Level💰 $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

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.

Highest-signal resume keywords

Call Center OperationsReal-Time Call DistributionProcess ImprovementTechnology ManagementTraining and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Distribution MonitoringTesting CoordinationTechnology TroubleshootingQueue ManagementResource Management

Soft Skills

Problem SolvingCommunicationLeadership

Tools & Technologies

IT SystemsCustomer Service Software

Industry Keywords

Call Center EnvironmentWorkforce PlanningStaffing Implications

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Fallon Health Website LinkedIn All Job Openings 1001 - 5000 employees Founded 1977 ⚕️ Healthcare Insurance 💸 Finance 👥 B2C Healthcare Insurance
Finance
B2C Fallon Health is a health insurance provider that simplifies health coverage for individuals, families, and Medicare recipients. They offer a variety of health plans including Medicare and MassHealth, along with resources for members such as fitness reimbursement programs and member portals to track deductibles and manage claims. Fallon Health focuses on providing accessible healthcare options and support for caregivers, ensuring comprehensive care for their members. Call Center Technology Analyst, Workforce Management Specialist Job not on LinkedIn 🔥 13 minutes ago 🏢🏡 Worcester – Hybrid 💵 $31 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 🧐 Business Analyst 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 Requirements
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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs