Escalations & Workforce Optimization Specialist

Dobson Fiber seeks an Escalations/WFM Specialist to support its Care organization by managing escalated customer issues and assisting with day-to-day workforce management execution. This role is hands-on, highly organized, and collaborates across teams to keep urgent issues visible and on track. The position focuses on queue monitoring, escalation triage, follow-up coordination, and performance tracking, with a view toward expanding support to future digital channels and growing across channels.