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Job Description & How to Apply Below
The Command Center Manager is responsible for overseeing the operational performance of outsourced contact center partners across multiple geographies. The role serves as the central point of control for real‑time service level management, performance monitoring, workforce coordination, reporting, analytics, and executive communication to ensure delivery of customer experience and operational KPIs.
The role will drive proactive management of vendor performance, identify operational risks, provide actionable insights through advanced analytics, and ensure alignment with the airline's customer service strategy and commercial objectives.
Accountabilities- Operate a centralized command centre for real‑time monitoring.
- Track live service levels, queue performance, backlog, ASA, abandonment, occupancy, and productivity.
- Coordinate with vendor WFM and Operations teams during demand surges and disruptions.
- Conduct daily, weekly, and monthly vendor performance reviews.
- Identify performance gaps and drive corrective action plans.
- Escalate service risks and recovery plans to leadership teams.
- Ensure consistent performance across all vendor sites.
- Coordinate with vendor WFM and Operations teams during demand surges and disruptions.
- Lead operational bridge calls during irregular operations (IROPS).
- Analyse operational performance and identify improvement opportunities.
- Manage vendor interval level commit and schedule efficiency.
- Monitor shrinkage, absenteeism, occupancy, and productivity.
- Prepare executive updates and leadership presentations.
- Facilitate governance forums and operational reviews.
- Identify automation opportunities.
- Lead process improvement initiatives.
- Benchmark vendor performance.
- Implement best practices across partner locations.
- Drive efficiency and cost optimization programs.
- Bachelor’s degree
- 3–7 years of experience in Contact Center Operations, WFM, Vendor Management, or Business Analytics. And managing outsourced contact centre partners.
- Strong analytical thinking
- Executive communication
- Vendor governance
- Stakeholder management
- Decision making under pressure
- Problem solving
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