Workforce Management Command Center Manager

Job Summary

The Command Center Manager leads real-time operations for a global, multi-channel contact center environment, ensuring interval service targets are met while driving automation, resilience, and continuous improvement. This role blends operational leadership in Genesys Cloud, advanced analytics using Power BI, Tableau, and Excel, and governance through playbooks and policy engines. The manager develops talent through coaching and partners with stakeholders across multiple sites to maintain service excellence.

All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Key Responsibilities: Virtual Run Room and Real-Time Performance

• Lead the virtual run room, a centralized digital environment for real-time monitoring and intervention.
• Manage Genesys Cloud alerts and execute routing changes, overtime and voluntary time-off offers, backlog deferrals, and escalations through virtual collaboration tools.
• Monitor and act on workforce management tools and dashboards to maintain service level, average handle time, occupancy, and shrinkage targets.

• Lead efforts to deploy Genesys Cloud APIs and alerting capabilities to support improved real time monitoring
• Support efforts to build and maintain automated Power BI and Tableau dashboards that outline Command Center performance.
• Ensure data integrity and timely reporting to support operational decision-making.

• Own and maintain Command Center playbooks with defined triggers, actions, recovery service-level agreements, and escalation paths.
• Audit and version-control changes and maintain action logs to support compliance and continuous improvement.

• Collaborate with Operations, IT, Vendor Management, and Quality teams to align priorities and manage escalations.
• Support global service delivery across multiple sites through tactical and strategic interventions.

• Coach and strengthen decision-making confidence and data literacy.
• Foster a feedback-rich culture through structured one-on-one meetings and post-incident reviews.

Basic Qualifications

• 5 or more years of experience in a global contact center environment, including 3 or more years in Workforce Management.
• 3 or more years of experience using Microsoft Excel in a business environment, with proficiency in Microsoft Office, especially Excel and PowerPoint.
• Strong knowledge of Workforce Management tools and the ability to maintain them.
• Hands-on expertise with Genesys Cloud, including queues, skills, alerting, routing, APIs, and reporting.
• Proficiency in Power BI and/or Tableau for data automation and visualization.
• Excellent verbal and written communication skills, with the ability to create well-organized and accurate documentation.
• Knowledge of contact center management best practices and operational techniques used to drive service levels across multiple sites.
• Strong functional and analytical skills, including budgeting, costing, trend analysis, and the ability to collect, organize, and analyze large datasets accurately.
• Ability to balance multiple priorities with minimal direction while remaining organized and detail-oriented
• Solid leadership and decision-making ability, with a demonstrated record of coaching and talent development.
• Ability to work effectively in a fast-paced environment with changing priorities and strict time constraints.

Preferred Qualifications

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
• Experience in delivering complex, system-integrated business application projects.
• Experience in dispute processing industry across all Visa product lines.
• Prior process governance and process change management experience.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally.
• Ability to set priorities, influence others, and manage customer expectations.
• Ability to provide ongoing direction and analysis of trends and opportunities to improve customer/client experience.