Manager, Command Center

📋 Description

• Take charge of real-time performance: Lead the management of intraday performance to meet service level objectives.

• Lead and nurture your team: Provide coaching and support to a team of Real-Time Analysts (RTAs).

• Propel operational outcomes: Collaborate with CX Operations to synchronize intraday strategies.

• Communicate effectively: Offer timely updates regarding performance and associated risks.

• Foster continuous improvement: Recognize and implement opportunities to improve processes and reporting.

⛳️ Requirements

• A minimum of 3 years of experience in contact center operations, workforce management, or a related area.

• At least 2 years of experience in a leadership role or managing teams.

• Proven experience in managing real-time/intraday performance, including service levels, adherence, and occupancy.

• Excellent analytical and problem-solving abilities.

• Knowledge of WFM tools such as Aspect, NICE, Verint, or Genesys.

🏝️ Benefits

• Equity awards based on experience, performance, and geographical location.