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# Command Center / Performance Manager

- **Company:** ITCON Services
- **Location:** United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Performance Tuning, Bot Deployment and Monitoring, Performance Monitor
- **Published:** October 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f7c281425b3d84d0

## About the Role

* 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

## Description

* 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.