Mission Control Specialist

About the company

Centerfield is a performance-driven digital marketing company focused on customer acquisition at scale. Using its proprietary Dugout platform, the company supports leading brands across residential services, insurance, e-commerce, and B2B. Its digital properties, including Business.com and BroadbandNow.com, attract over 150 million in-market shoppers each year. The company is based in Silicon Beach and has been recognized by Built In LA as one of the Best Places to Work in Los Angeles.

Role overview

The Call Center Workforce Management Mission Control Specialist will work closely with the Workforce Management team to oversee live inbound call traffic and help maintain strong efficiency, service levels, abandon rates, and active rates. The role calls for solid knowledge of real-time adherence, scheduling, rostering, live monitoring, tracking, and documentation, along with the ability to interpret operating metrics such as service level, occupancy, shrinkage, and staffing needs.

This position also involves intraday analysis of call patterns and the adjustment of staffing resources so that contact volume, performance targets, and service goals remain aligned. The role requires sound judgment, integrity, and the ability to make decisions that affect people, cost, and service quality across the organization.

Key responsibilities

• Track production associates in real time to confirm they are following their schedules.
• Watch key daily metrics and begin escalation steps whenever thresholds are crossed.
• Use intraday performance data to advise WFM and department leaders on overtime needs.
• Share intraday KPI updates with department leadership, including the effects of any escalation actions.
• Continuously oversee real-time and intraday operations to help the team meet business goals.
• Maintain accurate records of schedule adherence across the contact center.
• Review real-time performance issues, analyze causes, and recommend practical fixes.
• Build collaborative relationships across the organization to support quick and effective issue resolution.

Minimum qualifications

• At least 1 year of workforce management experience.
• A strong attendance and punctuality record.
• Well-developed analytical and organizational abilities.
• The ability to plan work and prioritize competing tasks effectively.
• Proven independence, initiative, problem-solving ability, and comfort handling multiple priorities.
• A team-first mindset with openness to cross-training and sharing responsibilities.
• Availability to work day and evening shifts, including one weekend day.

Required skills and capabilities

• Understanding of contact center metrics, KPIs, agent behavior trends such as shrinkage, and factors that influence queue and adherence reporting.
• Ability to perform root-cause analysis in real-time management scenarios.
• Strong judgment for making quick decisions in a fast-moving environment.
• Good interpersonal communication skills for working with employees at different levels.
• Clear verbal and written communication with a high degree of accuracy and openness in two-way communication.
• Solid basic math ability, including addition, subtraction, and division.
• Strong organizational habits and the ability to work both independently and with a team.

Preferred tools and experience

• Experience with workforce management platforms such as Verint Impact 360, InContact, NG, or similar systems.
• Intermediate Excel knowledge, including VLOOKUP, pivot tables, and SUMPRODUCT.
• Ability to prepare and present concise presentations, with PowerPoint proficiency.
• Exposure to Tableau.
• Experience analyzing, interpreting, and summarizing complex data sets.

AI and interview policy

Centerfield uses AI tools internally to support efficiency and fairness in hiring, including resume screening and administrative tasks. Candidates may use AI ethically for interview preparation, such as practicing answers or researching questions, but interview responses must reflect their own knowledge, experience, and judgment. Using AI to generate answers during live interviews, technical assessments, or written submissions is not allowed unless explicitly stated otherwise.

Hiring and legal notes

Interviews are conducted after resumes have been reviewed against the minimum requirements. The role may include duties beyond those listed here, and responsibilities can change over time. Centerfield also outlines how it collects, uses, and discloses applicant information in connection with candidate evaluation. The company is an equal opportunity employer and considers all qualified applicants without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other legally protected characteristic.