Mission Control Specialist

The role

The Call Center Workforce Management (WFM) Mission Control Specialist monitors real-time inbound call traffic to ensure service levels and efficiencies. The role involves intraday analysis of call flow and adjusting staff resources to meet performance goals.

What you will do

• Monitor Real-time adherence to the schedule by production associates.
• Monitor daily critical metrics and trigger escalation procedures when thresholds are reached.
• Make recommendations to WFM and department leadership for overtime based on intraday data.
• Provide intraday reporting to department leadership on KPIs and the impact of any escalation procedures.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
• Accurately track and manage contact center schedule adherence.
• Conduct analysis and recommend solutions to real-time performance issues.
• Develops strong working relationships within the organization to ensure efficient and effective problem-solving and issue resolution.

Required qualifications

• Minimum of 1 year of experience in Workforce Management.
• Must have an excellent Attendance & Punctuality record.
• Strong analytical and organization skills.
• Ability to plan and prioritize tasks of competing priorities.
• Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• Thrives in a team-oriented environment, passionate about cross-training and sharing responsibilities.
• Available to work day and evening hours to include one weekend day.
• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Ability to do a root-cause analysis as it relates to real-time management.
• Ability to make sound decisions quickly in a fast-paced work environment.
• Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Excellent verbal and written skills; high accuracy of work; fosters open two-way communication.

Nice to have

• Workforce Management systems experience: Verint Impact 360, InContact, NG, or similar.
• Intermediate Excel Skills (e.g., VLOOKUP, pivot tables, sum product functions, etc.).
• Presentation skills/ability to build and deliver succinct presentations (PowerPoint proficiency).
• Experience using Tableau.
• Experience with analyzing, interpreting, and summarizing complex data sets.

Before you apply

• Interviews will take place after resumes have been screened for the minimum requirements.

About the company

Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for leading brands. The company is headquartered in Silicon Beach.