We are seeking a strategic and operationally expert Global Command Center Manager to lead our centralized workforce management operations. In this role, you will oversee the performance of a BPO vendor network across multiple geographies.
You will be the architect of consistency, tasked with harmonizing disparate processes into a single global standard. Your primary mission is to optimize service levels and line adherence while ensuring our vendor partners deliver on their contractual obligations. If you are a WFM leader who thrives on fixing complex operational puzzles and has deep technical expertise, we want to meet you.
Key Responsibilities
1. Global Command Center Leadership
- Manage the daily operations of the Global Command Center, acting as the "Air Traffic Control" for ensuring service level stability across all lines of business and regions
- Lead, mentor, and develop a team of Real-Time Analysts (RTAs) and a WFM planning analyst, ensuring coverage and operational excellence.
- Serve as the primary point of escalation for operational incidents, system outages, or unexpected volume surges / capacity dips, implementing recovery protocols as needed.
2. Vendor Network & Performance Management
- Oversee the operational performance of BPO vendors, holding them accountable for key metrics including Line Adherence
- Standardize communication protocols between the internal Command Center and vendor WFM teams to ensure seamless execution of intraday adjustments.
- Conduct weekly and monthly operational reviews (MBR/QBR) with vendor partners to identify performance gaps and drive corrective action plans.
3. Process Standardization & Best Practices
- Audit WFM processes to identify inconsistencies and recommend changes
- Help design, document, and implement a global WFM playbook to standardize inputs, outputs and escalation matrices.
- Drive the adoption of industry best practices for "line adherence"
- Lead management initiatives when rolling out new processes or policy changes
4. Technical Systems & Reporting
- Act as the workforce expert, working with IT/admins to ensure the WFM platform (NICE IEX and/or Calabrio) is properly set up
- Develop standardized dashboards that provide a "single pane of glass" view of global performance, aggregating data from disparate vendor systems where necessary.
- Partner with IT and telephony teams to troubleshoot data integration issues (ACD/IVR) that impact forecast accuracy or real-time visibility.
Qualifications
- Experience: 6+ years of progressive experience in Workforce Management (WFM), with at least 3 years in a Command Center or Real-Time Management leadership role.
- Vendor Network Management: Proven experience managing BPO/Outsourcer performance across international borders; understanding the nuances of managing a partner vs. managing internal employees.
- Technical Proficiency: Expert-level knowledge of NICE IEX or Calabrio is ideal. Experience with other platforms (Verint, Genesys) is a plus but secondary.
- Global Exposure: Demonstrated ability to manage multi-geography operations, understanding labor laws, cultural nuances, and time zone logistics
- Line Adherence Expertise: specific experience driving "Line Adherence" (intraday schedule compliance) improvements in complex, multi-skill environments.
Skills & Competencies
- Operational Agility: The ability to make high-stakes decisions quickly under pressure during high-volume events.
- Data Storytelling: Ability to translate complex WFM data into clear, actionable business insights for executive stakeholders.
- Standardization Mindset: A natural inclination to create order out of chaos; you prefer documented processes over tribal knowledge.
- Diplomacy & Firmness: The ability to maintain strong relationships with vendors while strictly enforcing contractual performance standards.