The Sr Command Center Specialist (CSS) is responsible for ensuring that Technology Center (iCenter) resources are effectively utilized to deliver against targeted service level objectives while controlling operational costs and managing to strategic goals. The CSS monitors, manages, and adapts the intraday plan to account for deviances in demand or staffing levels. The CSS performs trending and root-cause analysis to explain service level variances as well as manage issues related to telephony, technology, and other events impacting operational performance.

Ensure that all iCenter resources are effectively utilized to provide optimum service levels in all skill groups across all sites.
Analyze current workloads to ensure sufficient coverage in all skill groups across all sites.
Manage outsourced call volume to ensure service levels are met, while meeting contractual obligations without service impairments.
Make scheduling decisions such as shifting schedules or authorizing overtime to cover staffing deficiencies.
Manage shrinkage nationally by communicating with each site to ensure offline activities are coordinated and do not negatively impact staffing.
Make staffing recommendations to Operations Management based on analysis of real time performance.
Coordinate non-production activities across all sites while managing service level objectives.
Communicate with local Resource Planning teams to ensure training deadlines are met.
Deliver and communicate national objectives to local Resource Planning teams on a daily basis.
Develop initiatives list for the process improvements based on opportunities, stakeholder requests and business objectives.
Log and track events that impact demand and determine sustainability.
Analyze the strength of the relationship among independent and dependent variables.
Use sound business and technical judgment; understand drivers, validates assumptions, and data accuracy to provide clear, concise and accurate statistical reporting.
Keep abreast of current developments and trends in current clients delivery and is able to use this knowledge to help contribute to the development of a business case to address major issues and recommend a course of action to mitigate risk.
Execute escalation plan based on current staffing needs and communicating changes to all sites and stakeholders using appropriate channels of communication. (chat, email, phone)
Serve as leader during real-time crisis management, lead the team to resolution while limiting the downside impacts to the caller.

Why Work at Interactions

Weve created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it s a seasonal event or friendly competition, we re always thinking of new ways to have fun.

Our teams health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

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Sr Command Center Specialist