Command Center Specialist

Job Summary

To support real-time operations, the full-time remote Command Center Specialist will monitor performance metrics, identify risks, and drive data-driven decisions to ensure smooth service operations 24/7.

Key responsibilities

• Track KPIs, call demand, and service levels in real time, proactively identifying and addressing performance risks
• Make quick, data-driven decisions to optimize service levels and manage resource allocation effectively
• Act as a liaison during outages or disruptions, coordinating response plans and providing real-time updates on operational changes

Required qualifications

• 2+ years of experience in a fast-paced customer service, operations, or workforce management environment
• Strong understanding of KPIs, call center dynamics, and workforce management principles
• Proficiency in Microsoft Office, particularly Excel
• Ability to multitask and prioritize in a 24/7 operational environment
• Experience in call center operations or analytics is preferred