Mission Control Specialist – Call Center Workforce Management

About the role

Centerfield is looking for a Mission Control Specialist to join its Call Center Workforce Management (WFM) team. You will monitor real‑time inbound call traffic, ensure service level targets are met, and adjust staffing on the fly to keep operations efficient.

Key responsibilities

• Track real‑time schedule adherence of production associates.
• Monitor daily critical metrics and trigger escalation when thresholds are reached.
• Provide intraday reporting on KPIs and recommend overtime based on demand.
• Analyze call flow and adjust staff resources to meet volume and performance goals.
• Develop strong relationships across departments to resolve issues quickly.

Required profile

• Minimum 1 year of experience in Workforce Management.
• 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, evening, and one weekend shift.

Required skills

• Knowledge of real‑time adherence (RTA) monitoring.
• Experience with scheduling and rostering.
• Familiarity with contact‑center metrics such as service level, occupancy, shrinkage, and staffing requirements.

What we offer

• Opportunity to work in a fast‑growing digital marketing company.
• Collaborative, team‑oriented environment.
• Exposure to cutting‑edge proprietary platforms.