Command Center Officer

Full-time Other

Job Description

The Command Center Officer plays a critical role in supporting the real-time monitoring of contact center performance across both internal teams and outsourced partner locations. This role ensures timely visibility of operational activity, accurate reporting, and effective escalation to safeguard service delivery and customer experience standards.

The Officer also contributes to operational reporting, data analysis, and coordination support, enabling consistent achievement of contact center KPIs and driving continuous improvement across processes.

Key Accountabilities

• Real-time monitoring : Track service levels, queue performance, backlog, ASA, abandonment, occupancy, and productivity to ensure operational stability.
• Performance reporting : Prepare daily, weekly, and monthly dashboards and reports for management review.
• Operational coordination : Collaborate with Workforce Managemen...