Mission Control Specialist

About the role

Centerfield is looking for a Mission Control Specialist to join its Call Center Workforce Management team. You will monitor real‑time inbound call traffic, ensure schedule adherence, and help maintain service‑level targets for a high‑volume digital marketing operation.

Key responsibilities

• Monitor real‑time adherence to schedules for production associates.
• Track daily critical metrics (service level, abandon rate, occupancy) and trigger escalations when thresholds are reached.
• Provide intraday reporting on key performance indicators and the impact of any escalations.
• Analyze call flow in real time and adjust staffing resources to meet volume demands.
• Recommend overtime or staffing changes based on intraday data.
• Develop strong working relationships across the organization to resolve performance issues quickly.

Required profile

• Minimum 1 year of experience in Workforce Management or a related call‑center function.
• Excellent attendance and punctuality record.
• Strong analytical, organizational, and prioritization skills.
• Ability to work independently, take initiative, and handle multiple tasks.
• Willingness to work day and evening shifts, including one weekend day.

Required skills

• Knowledge of contact‑center metrics and key performance indicators.
• Familiarity with real‑time monitoring, scheduling, and rostering concepts.