Remote Real-Time WFM Command Center Manager

Zillow; United States; Remote; USD 74,700 - 119,300; Full time

Benefits offered by this job

Equity awards

Flexible remote work

Job summary

Zillow is looking for a Manager, WFM Command Center to lead a team focused on real-time operations. This role involves ensuring service level goals are met through effective management of performance and staffing.

You will coach a team of Real-Time Analysts and collaborate closely with various stakeholders to maintain a seamless customer experience. Ideal candidates have significant experience in contact center operations, strong analytical skills, and leadership capability.

This position is remote, allowing you to work from anywhere in the United States.

Qualifications

• 3+ years of experience in contact center operations, workforce management, or related field.
• 2+ years of experience leading people or teams.
• Familiarity with workforce management tools is necessary.

Responsibilities

• Lead intraday performance management.
• Coach and develop a team of Real-Time Analysts.
• Partner with CX Operations to monitor queue performance.

Skills

Customer-focused

Strong analytical skills

Leadership experience

Data-driven decision-making

Problem-solving skills

Tools

WFM tools (Aspect, NICE, Verint, Genesys)

ACD/CRM platforms (Genesys, Salesforce, Zendesk)

Job description

Zillow is looking for a Manager, WFM Command Center to lead a team focused on real-time operations. This role involves ensuring service level goals are met through effective management of performance and staffing.

You will coach a team of Real-Time Analysts and collaborate closely with various stakeholders to maintain a seamless customer experience. Ideal candidates have significant experience in contact center operations, strong analytical skills, and leadership capability.

This position is remote, allowing you to work from anywhere in the United States.