Workforce Management & Escalations Specialist

The Escalations/WFM Specialist supports Dobson's Care organization by helping manage escalated customer issues and assisting with day-to-day workforce management execution. This role serves as a key operational support resource for queue monitoring, escalation triage, follow-up coordination, and performance tracking.

This is a hands-on role for someone who is highly organized, comfortable in a fast-moving service environment, and able to work across teams to keep urgent customer issues and queue activity from falling through the cracks.

 Key responsibilities

• Monitor queues and escalation channels throughout the day, helping identify issues that require intervention, follow-up, or priority handling.
• Triage escalated customer issues, document key details, assign ownership, and coordinate next steps with leaders and partner teams.
• Help ensure escalations receive timely acknowledgment, active follow-up, and clear communication through resolution.
• Support intraday workforce management activities, including queue tracking, staffing observations, and communication of emerging volume or coverage issues.
• Provide visibility into queue conditions, backlog trends, aging items, and escalation activity through standard reports and scorecards.
• Partner with care leaders to flag repeat failure points, workflow breakdowns, and trends driving avoidable escalations.
• Assist with vendor-overflow tracking by monitoring patterns, highlighting concerns, and escalating issues to the manager as needed.
• Help maintain escalation logs, documentation, templates, and reporting processes that create consistency and accountability.
• Support future digital channels, including chat and email, as workforce and escalation workflows expand.
• Contribute to a culture of urgency, accountability, and customer-centered problem solving.

First-year priorities

• Help stand up a consistent daily process for escalation intake, triage, and follow-through.
• Improve visibility into queue conditions and aging escalations so issues can be acted on quickly.
• Support the rollout of scorecards and reporting that strengthen accountability across the care ecosystem.
• Build reliable operating habits around documentation, communication, and handoffs for urgent customer issues.
• Expand support across voice and future digital channels as the operating model matures.

Ideal candidate profile

• 2+ years of experience in customer care, contact center operations, escalations, or a similar service environment.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced setting.
• Experience handling complex customer issues or supporting live queue operations is preferred.
• Comfort with spreadsheets, dashboards, case management tools, and operational reporting.
• Strong written and verbal communication skills, with the ability to follow through and keep stakeholders informed.
• Sound judgment, attention to detail, and a bias toward action.
• Comfortable working in an evolving environment where processes are being built and refined.

Leadership style and culture fit

• Highly accountable team player who follows through and helps create structure where it does not yet exist.
• Calm and organized under pressure, with good instincts for urgency and prioritization.
• Collaborative partner who works well with front-line leaders, peers, and support teams.
• Customer-minded problem solver who takes ownership and keeps work moving.

Why this role matters

This role helps ensure that urgent customer issues are visible, actively managed, and moved toward resolution while also supporting the daily operating discipline required for stronger queue performance. The Escalations/WFM Specialist will help create the responsiveness and accountability that Dobson needs as the Care organization grows and expands across channels.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.