Mission Control Specialist at Centerfield

Montego Bay, St. James Parish, Jamaica

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Digital Marketing, Call CenterIndustries

Requirements

Minimum of 1-year of experience in Workforce Management
Excellent Attendance & Punctuality record
Strong analytical and organization skills
Ability to plan and prioritize tasks of competing priority
Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
Thrives in a team-oriented environment passionate about cross training and sharing responsibilities
Available to work day and evening hours to include one weekend day
Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting
Ability to do a root-cause analysis as it relates to real-time management
Ability to make sound decisions quickly in a fast-paced work environment
Strong interpersonal skills and the ability to communicate with many different levels of employees
Excellent verbal and written skills; high accuracy of work; fosters open two-way communication
Excellent basic math skills (addition, subtraction, division)
Be a problem solver; highly organized; works independently as well as with a team
Good knowledge of RTA, scheduling, rostering, Real-time monitoring, tracking, documenting
Understanding and ability to report metrics like service level, occupancy, shrinkage, staffing requirements
Workforce Management systems experience: Verint Impact 360, InContact, NG or similar (Desired)

Responsibilities

Monitor Real-time adherence to schedule by production associates
Monitor daily critical metrics and trigger escalation procedures when thresholds are reached
Make recommendations to WFM and department leadership for overtime based on intraday data
Provide intraday reporting to department leadership on KPIs and impact of any escalation procedures
Monitor all Real-Time and Intra-Day activities to ensure operational goals are met
Accurately track and manage contact center schedule adherence
Conduct analysis and recommend solutions to real time performance issues
Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Partner with the Workforce Management team to monitor real time inbound call traffic to ensure optimum efficiencies and acceptable service levels, abandon rates, and active rates
Exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost, and quality of service within the organization

Skills

RTA

Workforce Scheduling

Rostering

Real-time Monitoring

Service Level

Occupancy

Shrinkage

Staffing Requirements

Intraday Analysis

Call Center Metrics

Centerfield

Customer acquisition through sales and marketing

About Centerfield

Centerfield focuses on customer acquisition through effective sales and marketing strategies, primarily using digital channels like text and chat. They create personalized buying experiences for customers and help major brands in home services and telecommunications close around 2,000,000 sales annually. Operating on a performance-based marketing model, Centerfield earns revenue by driving sales for clients, leveraging technology and skilled sales agents. Their goal is to be a trusted partner for brands looking to expand their customer base.

Los Angeles, CaliforniaHeadquarters

2011Year Founded

$151.7MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Consulting, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

401(k) Company Match

Paid Charity and Volunteer Days

Parental Leave

Performance Bonus

Risks

Integration challenges from Brainjolt acquisition may disrupt existing operations.

Regulatory scrutiny on social media platforms could impact Centerfield's advertising strategies.

Economic fluctuations may affect Centerfield's performance-based revenue model.

Differentiation

Centerfield's Dugout platform integrates real-time biddable media and automated call routing.

The acquisition of Brainjolt enhances Centerfield's social commerce capabilities on major platforms.

Centerfield's performance-based marketing model drives significant sales for leading global brands.

Upsides

Recognition as Best Overall SEM Solution boosts Centerfield's credibility in digital marketing.

Acquisition of Brainjolt expands customer acquisition through social media engagement.

Named 'Best Places to Work in Los Angeles' aids in attracting top talent.

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