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

Overview

About us:

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.

Brief Summary of purpose:

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.

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

• Monitors all new implantation progress

• Identify opportunities to improve efficiencies using technology

Responsibilities

Primary Job 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, Licenses, certification and experience requirements:

Education:

• Education: Bachelor’s degree or advanced education preferred.

License/Certifications:

• License: N/A

• Certification: N/A

Experience:

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

Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay Range Disclosure:

• In accordance with the Massachusetts Wage Transparency Act, the pay rate for this position is $31 per hour , which reflects what we reasonably and in good faith expect to pay at the time of posting.

Location US-MA-Worcester

Posted Date 1 month ago (7/15/2026 3:39 PM)

Job ID 8427

# Positions 1

Category Professionals