Command Center Lead

Tasks

• Monitor staffing, service levels, queues, and operational performance.
• Make real-time staffing decisions and coordinate overtime, VTO, and schedule adjustments.
• Manage operational escalations and service disruptions.
• Provide performance updates and risk assessments to leadership.
• Coach Real-Time Analysts and support training, procedures, and process improvements.

Requirements

• Bachelor’s degree or equivalent experience.
• 3+ years of Workforce Management (WFM) or operational leadership experience.
• Contact center real-time management experience.
• Strong analytical, decision-making, communication, and leadership skills.
• Experience with WFM systems, reporting dashboards, and incident management is preferred.

How to apply

• Send your resume by email.
• Use the subject line “Command Center Lead.”