Director, 24/7 AI-Driven Command Center
Core
Leading a 24/7 AI-driven command center to monitor workforce and service performance, identify risks, and coordinate real-time actions across lines of business.
Role type
Director, 24/7 AI-Driven Command Center
Builds
Real-time monitoring, early warning systems, intraday reporting, and workforce orchestration for service-level protection.
Domain
Payments technology / Workforce Management / Contact Center Operations
Deliverable
production ML models
Required skills
Workforce Management, contact center operations, enterprise WFM systems, real-time management, intraday decision-making, service-level protection, workforce optimization, operational escalation, data analytics, AI implementation, team leadership
Preferred skills
Global 24/7 workforce leadership, real-time analytics, routing technologies, workforce orchestration, predictive alerts, decision-support, exception-management, crisis management
Technologies
Genesys Cloud, enterprise WFM platforms, real-time analytics, routing technologies, performance-monitoring tools
Responsibilities
Lead 24/7 Command Center for continuous monitoring of workforce, demand, capacity, and service-level performance; Establish AI-driven early-warning capabilities and driver attribution; Deliver automated, accurate, relevant, and timely intraday reporting; Own real-time orchestration and optimization including intraday staffing decisions and SLA protection; Coordinate intraday skilling and routing updates; Lead agent callout, attendance exception management, and escalation processes; Partner with line-of-business WFM Directors to diagnose performance changes; Advance AI and automation within Command Center workflows; Establish performance measures for alert quality and response time; Build and develop a high-performing global team.
Seniority
Director, strategic leadership with hands-on operational oversight
