Real-Time Command Center Manager — Performance & AI Analytics

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

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