Support Services Group

Global Command Center Manager

Support Services Group

full-time

Posted on:

Location Type: Hybrid

Location: Metro Manila • Philippines

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About the role

  • Manage the daily operations of the Global Command Center
  • Lead, mentor, and develop a team of Real-Time Analysts
  • Serve as the primary point of escalation for operational incidents
  • Oversee the operational performance of BPO vendors
  • Standardize communication protocols between internal Command Center and vendor WFM teams
  • Conduct weekly and monthly operational reviews with vendor partners
  • Audit WFM processes to identify inconsistencies and recommend changes
  • Drive the adoption of industry best practices for 'line adherence'
  • Act as the workforce expert, working with IT/admins to ensure the WFM platform is properly set up
  • Develop standardized dashboards that provide a 'single pane of glass' view of global performance.

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
  • Demonstrated ability to manage multi-geography operations
  • Specific experience driving 'Line Adherence' improvements in complex, multi-skill environments.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Workforce ManagementBPO managementLine AdherenceOperational performance auditingDashboard developmentIncident escalationReal-Time ManagementProcess standardizationPerformance improvement
Soft Skills
LeadershipMentoringTeam developmentCommunicationCollaboration