Command Center / Performance Manager

• 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.

• 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., * 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., * 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

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.