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Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.
The Call Center Workforce Management (WFM) Mission Control Specialist will partner with the Workforce Management team to monitor real-time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, Real-time monitoring, tracking, and documenting. An understanding and ability to report metrics like service level, occupancy, shrinkage, staffing requirements, etc., is also expected. This position is also responsible for intraday analysis of call flow, together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Mission Control Specialist must exercise judgment, integrity, and assume responsibility for decisions, consequences, and results having an impact on people, cost, and quality of service within the organization.
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.
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.
Excellent basic math skills (addition, subtraction, division).
Be a problem solver; highly organized; works independently as well as with a team.
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.
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Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
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Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.
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