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 will also develop talent through coaching and partner with stakeholders across multiple sites to maintain service excellence.
Key Responsibilities:
Virtual Run Room & Real Time Performance:
- Lead the virtual run room, a centralized digital environment for real-time monitoring and intervention.
- Manage Genesys Cloud alerts, execute routing changes, OT & VTO offers, backlog deferrals, and escalations all through virtual collaboration tools.
- Coordinate incident bridges and vendor overflow during service risks.
- Monitor and act on WFM tools and dashboards to maintain SL, AHT, occupancy, and shrinkage targets.
Automation & Platforms:
- Leverage Genesys Cloud APIs and alerting for routing and backlog management.
- Build and maintain automated Power BI and Tableau dashboards for performance reporting and variance analysis.
- Ensure data integrity and timely reporting for operational decision-making.
Governance & Playbooks:
- Own and maintain Command Center playbooks with triggers, actions, recovery SLAs, and escalation ladders.
- Audit and version control all changes, log actions for compliance and continuous improvement.
Stakeholder Partnership:
- Collaborate with Operations, IT, Vendor Management, and Quality teams to align priorities and manage escalations.
- Support global service delivery across multiple sites with tactical and strategic interventions.
Talent Development:
- Coach analysts and coordinators to build decision-making confidence and data literacy.
- Foster a feedback rich culture through structured one on ones and post-incident reviews.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.