Workforce Management Command Center Manager
Core
Leads real-time operations for a global, multi-channel contact center environment, ensuring service targets are met while driving automation and resilience.
Role type
Senior IC workforce management operations manager
Builds
Real-time monitoring dashboards, automated alerting systems, and governance playbooks for global service delivery
Domain
Contact center operations / Workforce management
Required skills
Genesys Cloud, Power BI, Tableau, Microsoft Excel, workforce management tools, data analysis, stakeholder management, talent coaching
Preferred skills
Dispute processing industry experience, process governance, complex system-integrated project delivery
Technologies
Genesys Cloud, Power BI, Tableau, Microsoft Excel, Microsoft PowerPoint
Responsibilities
Lead the virtual run room for real-time monitoring and intervention; Manage Genesys Cloud alerts, routing changes, and escalations; Monitor workforce management dashboards to maintain service levels; Deploy Genesys Cloud APIs and automated reporting; Maintain Command Center playbooks and audit logs; Collaborate with Operations, IT, and Vendor Management teams; Coach talent and foster a feedback-rich culture
Seniority
Senior, hands-on IC
