Global Command Center Manager
Support Services Group
full-time
Posted on:
Location Type: Office
Location: Metro Manila • Philippines
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About the role
- Manage daily operations of the Global Command Center
- Lead a team of Real-Time Analysts and WFM planning analyst
- Oversight of operational performance of BPO vendors
- Standardize communication protocols with vendor WFM teams
- Conduct operational reviews with vendor partners
- Design, document, and implement a global WFM playbook
- Troubleshoot data integration issues impacting forecast accuracy
Requirements
- 6+ years of progressive experience in Workforce Management (WFM)
- At least 3 years in a Command Center or Real-Time Management leadership role
- Proven experience managing BPO/Outsourcer performance across international borders
- Expert-level knowledge of NICE IEX or Calabrio
- Understanding labor laws, cultural nuances, and time zone logistics
- Specific experience driving 'Line Adherence' improvements in complex environments
Benefits
- Health insurance
- Retirement plans
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Workforce Managementdata integrationforecast accuracyLine Adherenceoperational performance
Soft Skills
leadershipcommunicationteam managementtroubleshootingoperational reviews