Description
Centerfield is hiring a Call Center Workforce Management (WFM) Mission Control Specialist to monitor real-time inbound call traffic, schedule adherence, service levels, occupancy, shrinkage, staffing requirements, and other contact-center performance metrics. The role involves intraday call-flow analysis, recommending overtime, escalating threshold breaches, reporting KPIs, adjusting staff resources, and resolving performance issues. Candidates need at least one year of Workforce Management experience, strong analytical and organizational skills, and availability for day and evening hours including one weekend day.
