Director, 24/7 AI Command Center - Real-Time Ops

Visa; Manila; On-site; PHP 2,500,000 - 3,600,000; Full time

Job summary

Visa is seeking a Director to lead the 24/7 AI-Driven Command Center in Manila, overseeing real-time monitoring, safeguarding service levels, and orchestrating workforce actions across lines of business.

The role partners with WFM, Operations, and Technology, driving automation, driver attribution, intraday reporting, and escalation governance. Strong leadership and 10+ years in workforce management are required.

Qualifications

• 10+ years in workforce management, contact center, or command center operations.
• Experience with real-time decision-making and service-level protection.
• Leadership of multi-site teams in high-volume settings.
• Proven ability to translate data into timely operational actions.

Responsibilities

• Lead a 24/7 Command Center monitoring workforce, demand, and SLA performance.
• Develop AI-enabled monitoring and intraday decision support.
• Coordinate intraday staffing, routing, and workload balancing.
• Oversee agent callout, attendance exceptions, and escalation processes.
• Collaborate with WFM Directors and Technology partners to align priorities.
• Establish performance metrics and drive continuous improvement.

Skills

Leadership

Analytics

Communication

Cross-functional leadership

Decision-making

Education

Bachelor’s degree

Advanced degree

Tools

Genesys Cloud

Job description

Visa is seeking a Director to lead the 24/7 AI-Driven Command Center in Manila, overseeing real-time monitoring, safeguarding service levels, and orchestrating workforce actions across lines of business.

The role partners with WFM, Operations, and Technology, driving automation, driver attribution, intraday reporting, and escalation governance. Strong leadership and 10+ years in workforce management are required.