Manager, WFM Command Center

Job Summary

A company is looking for a Manager, Command Center to lead real-time operations and performance management.

Key Responsibilities

• Manage intraday performance to achieve service level goals across multiple programs
• Lead and develop a team of Real-Time Analysts, fostering accountability and continuous improvement
• Collaborate with CX Operations to monitor performance and implement strategies to mitigate risks

Required Qualifications

• 3+ years of experience in contact center operations or workforce management
• 2+ years of experience in a leadership role
• Experience managing real-time performance metrics
• Familiarity with workforce management tools
• Strong analytical skills and ability to use data for decision-making