Mission Control Analyst – Workforce Management

About the role

Centerfield is a leading digital marketing company that acquires customers at scale for major brands. The Call Center Workforce Management (WFM) Mission Control Analyst partners with the WFM team to monitor real‑time inbound call traffic, ensuring optimal efficiency, acceptable service levels, and low abandon rates.

Key responsibilities

• Intraday real‑time monitoring of ABA for all queues across sites.
• Monitor agents’ efficiencies and provide root‑cause analysis for performance gaps.
• Communicate changes in contact patterns to operations and the WFM team.
• Co‑host daily WFM huddles to define the real‑time game plan.
• Generate ideas for process and service improvement.
• Track schedule adherence and trigger escalations when thresholds are reached.
• Recommend overtime based on intraday data and provide KPI reporting to leadership.
• Analyze real‑time performance issues and develop solutions.

Required profile

• Minimum 2 years experience in Workforce Management and inbound contact‑center environments.
• Excellent attendance and punctuality record.
• Strong analytical, organizational, and prioritization skills.
• Ability to work independently, take initiative, and handle multiple tasks.
• Team‑oriented mindset with willingness to cross‑train and share responsibilities.
• Availability to work day, evening, and one weekend shift.

Required skills

• Knowledge of contact‑center metrics, KPIs, and agent behavioral trends.
• Experience with Workforce Management systems such as Verint Impact 360, InContact, NG or similar.
• Intermediate Excel skills (VLOOKUP, pivot tables, SUMPRODUCT).
• Proficiency in PowerPoint for creating presentations.
• Experience using Tableau for data visualization.