Mission Control Analyst

About the role

Centerfield is seeking a Mission Control Analyst to join its Call Center Workforce Management team. In this role you will monitor real‑time inbound call traffic, ensure service level targets are met, and adjust staffing resources to meet demand across multiple sites.

Key responsibilities

• Intraday real‑time monitoring of all queues and agent efficiencies across sites.
• Provide root‑cause analysis for service level variances and recommend corrective actions.
• Communicate changes in contact patterns to operations and the broader WFM team.
• Co‑host daily WFM huddles to define the real‑time game plan.
• Track schedule adherence and trigger escalations when critical thresholds are reached.
• Recommend overtime and staffing adjustments based on intraday data.
• Generate and deliver intraday KPI reports to department leadership.
• Develop process improvement ideas to enhance service and efficiency.

Required profile

• Minimum 2 years experience in Workforce Management.
• At least 2 years experience working in an inbound contact‑center environment.
• Strong analytical judgment and ability to make decisions impacting cost and service quality.
• Excellent communication skills for cross‑functional collaboration.

Required skills

• Proficiency with Real‑Time Analyst (RTA) or equivalent real‑time monitoring tools.
• Experience with scheduling, rostering, and real‑time adherence tracking.
• Ability to report and interpret metrics such as service level, occupancy, shrinkage, and staffing requirements.