Command Center / Performance Manager

ITCON Services; United States; On-site; USD 105,000 - 165,000; Full time

Job summary

ITCON Services seeks a Command Center & Performance Manager to oversee centralized, real-time operational oversight across CQA technology, workforce operations, AI-enabled services, and service delivery. You will drive performance analytics, incident management, and executive reporting to ensure operational excellence.

This role requires strong experience in real-time operations, SLA performance, and stakeholder communication, with a focus on dashboards, scorecards, and rapid decision support in

Qualifications

• 7+ years in contact center performance management, command center operations, workforce management, or operational analytics.
• Strong experience in real-time operations and SLA performance.
• Proficiency with WFM tools, operational dashboards, queue analytics, and executive reporting.
• Experience analyzing performance data and driving improvements.
• Excellent communication, problem-solving, and stakeholder management.

Responsibilities

• Operate and manage the integrated Command Center environment.
• Monitor real-time contact volumes, queue performance, service levels, response times, and abandonment rates.
• Track workforce metrics: staffing levels, schedule adherence, occupancy, utilization, and productivity.
• Monitor AI and automation performance, containment rates, accuracy, escalation trends, and other metrics.
• Coordinate escalation of operational and technical incidents.
• Develop and maintain real-time dashboards, scorecards, trend analyses, and executive reports.
• Track corrective actions and support rapid operational decision-making.
• Provide leadership with visibility into operational, workforce, technology, quality, and AI performance.

Skills

Real-time ops mgmt

Workforce management & forecasting

Contact center analytics

Performance reporting & KPIs

Incident & escalation management

BI & dashboard development

AI/automation performance monitoring

Executive communications & briefings

Job description

The Command Center & Performance Manager provides centralized, real-time operational oversight and performance management across federal civilian Customer Quality Assurance (CQA) technology, workforce operations, AI-enabled services, quality assurance, and service delivery functions. This role ensures operational excellence through continuous monitoring, analytics, incident management, and executive-level reporting.

Key Responsibilities

• Operate and manage the integrated Command Center environment.
• Monitor real-time contact volumes, queue performance, service levels, response times, and abandonment rates.
• Track workforce metrics, including staffing levels, schedule adherence, occupancy, utilization, and productivity.
• Monitor AI and automation performance, including containment rates, accuracy, escalation trends, and other key operational metrics.
• Coordinate the escalation and resolution of operation
• al and technical incidents.
• Develop and maintain real-time dashboards, performance scorecards, trend analyses, and executive reports.
• Track corrective actions and support rapid operational decision-making.
• Provide leadership with comprehensive visibility into operational, workforce, technology, quality, and AI performance.

Required Qualifications

• 7+ years of experience in contact center performance management, command center operations, workforce management, or operational analytics.
• Strong experience managing real-time operations and service-level agreement (SLA) performance.
• Proficiency with workforce management (WFM) tools, operational dashboards, queue analytics, and executive reporting.
• Demonstrated experience analyzing performance data and driving operational improvements.
• Excellent communication, problem-solving, and stakeholder management skills.

Preferred Qualifications

• Experience with AI-enabled contact center analytics, automation monitoring, and performance measurement.
• Federal government contact center or customer experience program experience.
• Experience supporting large-scale service delivery operations in a regulated or public-sector environment.

Desired Skills

• Real-time operations management
• Workforce management and forecasting
• Contact center analytics
• Performance reporting and KPI management
• Incident and escalation management
• Business intelligence and dashboard development
• AI and automation performance monitoring
• Executive communications and briefing preparation

Position Contingency Notice

This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.