Job Information
Support Services Group Global Command Center Manager in Remote, Philippines
We are seeking a strategic and operationally expert Global Command Center Manager to lead our centralized workforce management operations. In this role, you will oversee the performance of a BPO vendor network across multiple geographies.
You will be the architect of consistency, tasked with harmonizing disparate processes into a single global standard. Your primary mission is to optimize service levels and line adherence while ensuring our vendor partners deliver on their contractual obligations. If you are a WFM leader who thrives on fixing complex operational puzzles and has deep technical expertise, we want to meet you.
Key Responsibilities
- Global Command Center Leadership
Manage the daily operations of the Global Command Center, acting as the "Air Traffic Control" for ensuring service level stability across all lines of business and regions
Lead, mentor, and develop a team of Real-Time Analysts (RTAs) and a WFM planning analyst, ensuring coverage and operational excellence.
Serve as the primary point of escalation for operational incidents, system outages, or unexpected volume surges / capacity dips, implementing recovery protocols as needed.
- Vendor Network & Performance Management
Oversee the operational performance of BPO vendors, holding them accountable for key metrics including Line Adherence
Standardize communication protocols between the internal Command Center and vendor WFM teams to ensure seamless execution of intraday adjustments.
Conduct weekly and monthly operational reviews (MBR/QBR) with vendor partners to identify performance gaps and drive corrective action plans.
- Process Standardization & Best Practices
Audit WFM processes to identify inconsistencies and recommend changes
Help design, document, and implement a global WFM playbook to standardize inputs, outputs and escalation matrices.
Drive the adoption of industry best practices for "line adherence"
Lead management initiatives when rolling out new processes or policy changes
- Technical Systems & Reporting
Act as the workforce expert, working with IT/admins to ensure the WFM platform (NICE IEX and/or Calabrio) is properly set up
Develop standardized dashboards that provide a "single pane of glass" view of global performance, aggregating data from disparate vendor systems where necessary.
Partner with IT and telephony teams to troubleshoot data integration issues (ACD/IVR) that impact forecast accuracy or real-time visibility.
Qualifications
Experience: 6+ years of progressive experience in Workforce Management (WFM), with at least 3 years in a Command Center or Real-Time Management leadership role.
Vendor Network Management: Proven experience managing BPO/Outsourcer performance across international borders; understanding the nuances of managing a partner vs. managing internal employees.
Technical Proficiency: Expert-level knowledge of NICE IEX or Calabrio is ideal. Experience with other platforms (Verint, Genesys) is a plus but secondary.
Global Exposure: Demonstrated ability to manage multi-geography operations, understanding labor laws, cultural nuances, and time zone logistics
Line Adherence Expertise: specific experience driving "Line Adherence" (intraday schedule compliance) improvements in complex, multi-skill environments.
Skills & Competencies
Operational Agility: The ability to make high-stakes decisions quickly under pressure during high-volume events.
Data Storytelling: Ability to translate complex WFM data into clear, actionable business insights for executive stakeholders.
Standardization Mindset: A natural inclination to create order out of chaos; you prefer documented processes over tribal knowledge.
Diplomacy & Firmness: The ability to maintain strong relationships with vendors while strictly enforcing contractual performance standards.