Description
The Call Center Workforce Management (WFM) Mission Control Specialist at Centerfield monitors real-time inbound call traffic to optimize efficiencies and maintain acceptable service levels. Responsibilities include tracking metrics like service level, occupancy, and staffing requirements, conducting intraday analysis of call flow, and adjusting staff resources accordingly. The specialist must exercise judgment, uphold integrity, and bear responsibility for impactful decisions affecting people, costs, and service quality.
