Mission Control Specialist

About Centerfield

Centerfield is a leader in outcome-driven digital marketing, delivering personalized omnichannel experiences for top residential service, insurance, e-commerce, and B2B brands worldwide. Powered by the proprietary Dugout platform, Centerfield accelerates customer acquisition at scale and owns digital brands such as Business.com and BroadbandNow.com, which engage over 150 million in-market shoppers annually. The company is headquartered in Silicon Beach, Los Angeles, and is recognized as a Best Place to Work in LA.

Role Overview

The Call Center Workforce Management (WFM) Mission Control Specialist works closely with the WFM team to oversee real-time inbound call activities, ensuring operational efficiencies and service standards are achieved. This role involves monitoring real-time adherence, staffing levels, abandon rates, and service quality, as well as analyzing call flow and adjusting resources dynamically to meet volume demands and performance objectives. The position requires sound judgment and accountability for decisions impacting people, costs, and service outcomes.

Responsibilities

• Continuously monitor real-time schedule adherence of production associates.
• Track critical daily metrics and initiate escalation protocols when thresholds are surpassed.
• Advise WFM and leadership on overtime needs based on intraday analysis.
• Deliver timely intraday KPI reports to departmental leaders including effects of escalation actions.
• Oversee real-time and intraday operations to ensure achievement of operational goals.
• Maintain precise tracking and management of contact center schedule adherence.
• Analyze performance issues as they occur and recommend corrective measures.
• Develop collaborative relationships within the organization to effectively resolve issues.

Minimum Qualifications

• At least one year of experience in Workforce Management.
• Exemplary attendance and punctuality record.
• Strong analytical capabilities and organizational skills.
• Ability to manage and prioritize multiple competing tasks.
• Demonstrated ability to work autonomously, exercise initiative, and solve problems effectively.
• Team-oriented mindset with an enthusiasm for cross-training and shared responsibilities.
• Availability for day and evening shifts including one weekend day.

Required Skills

• Understanding of contact center metrics, KPIs, agent behavior trends (shrinkage), and their impact on queue and adherence reporting.
• Capability to perform root-cause analysis pertinent to real-time operations management.
• Ability to rapidly make sound decisions in a fast-paced environment.
• Excellent interpersonal communication with employees across multiple levels.
• Strong verbal and written communication skills, ensuring accuracy and open dialogue.
• Proficient basic math skills (addition, subtraction, division).
• Problem-solving ability, organization, and capacity to work independently and collaboratively.

Desired Skills

• Experience with Workforce Management systems such as Verint Impact 360, InContact, NG, or equivalents.
• Intermediate proficiency in Excel functions including VLOOKUP, pivot tables, and SUMPRODUCT.
• Competence in developing and delivering presentations using PowerPoint.
• Familiarity with Tableau for data visualization.
• Experience in analyzing and summarizing complex datasets.

Additional Information

AI & Interview Policy: The company uses AI tools internally to optimize hiring fairness and efficiency, including resume screening and administrative tasks. Candidates may ethically use AI tools for interview preparation, but all live interview responses must be their own. AI-generated responses during interviews or assessments are prohibited unless specified.

Postings and responsibilities may be adjusted as necessary. For privacy details regarding personal data handling during recruitment, consult the company's Privacy Policy.

Centerfield is an Equal Opportunity Employer, committed to fair consideration regardless of race, color, age, religion, sex, national origin, disability, veteran status, or other protected categories.