Mission Control Specialist

About Centerfield

Centerfield is a leader in outcome-based digital marketing, delivering personalized omnichannel experiences for major brands across residential services, insurance, e-commerce, and B2B sectors using our proprietary Dugout platform. Our digital brands reach over 150 million shoppers annually. Based in Silicon Beach, Centerfield is recognized as a top workplace in Los Angeles.

Role Overview

The Mission Control Specialist in Call Center Workforce Management collaborates with the WFM team to oversee real-time inbound call traffic, ensuring operational efficiency to meet service levels, reduce abandon rates, and optimize active rates. This role requires expertise in real-time adherence monitoring, scheduling, and analyzing key metrics such as service levels, occupancy, shrinkage, and staffing needs. You will be responsible for intraday call flow analysis and adjusting staffing dynamically to fulfill call volume and performance targets while exercising sound judgment and accountability affecting people, costs, and service quality.

Key Responsibilities

• Monitor real-time schedule adherence of production staff.
• Track daily critical performance indicators and trigger escalation protocols when thresholds are met.
• Advise WFM and departmental leadership on overtime needs based on intraday insights.
• Generate intraday reports for leadership detailing KPIs and escalation impacts.
• Oversee real-time and intraday activities to achieve operational goals.
• Precisely track and manage adherence to contact center schedules.
• Analyze and propose solutions to real-time performance challenges.
• Build strong internal relationships to facilitate effective problem resolution.

Qualifications and Skills

• At least one year of Workforce Management experience.
• Excellent attendance and punctuality record.
• Strong analytical capabilities and organizational skills.
• Ability to prioritize competing tasks efficiently.
• Proven independence, initiative-taking, multi-tasking, and prioritization skills.
• Team-oriented with enthusiasm for cross-training and shared responsibilities.
• Availability for day and evening shifts including one weekend day.
• Understanding of contact center metrics, KPIs, agent behavior trends such as shrinkage, and queue/adherence reporting.
• Skill in root cause analysis for real-time management issues.
• Fast decision-making in dynamic environments.
• Excellent interpersonal and communication skills across organizational levels.
• High accuracy, sound verbal and written communication.
• Basic math proficiency (addition, subtraction, division).
• Problem-solving orientation, high organizational independence and teamwork skills.
• Experience with Workforce Management platforms (e.g., Verint Impact 360, InContact, NG) is advantageous.
• Intermediate Excel proficiency including VLOOKUP, pivot tables, and sum product functions.
• Presentation skills with PowerPoint competency.
• Experience using Tableau for data visualization.
• Ability to analyze, interpret, and summarize complex datasets.

Additional Information

Our hiring process employs AI tools for efficiency and fairness, focusing on resume screening and administrative support. Candidates may ethically utilize AI tools to prepare for interviews but must respond authentically. Use of AI-generated responses during interviews or assessments is prohibited unless explicitly allowed.

Interviews follow initial resume screening and the tasks may evolve beyond those listed. We are committed to equal employment opportunity regardless of race, gender, age, disability, and other protected statuses. Visit our Privacy Policy for details on handling your personal data.