Command Center Manager

Visa is looking for a Command Center Manager to lead real-time operations for a global, multi-channel contact center environment. The successful candidate will ensure interval service targets are met while driving automation, resilience, and continuous improvement.

Key Responsibilities:

• Virtual Run Room & Real-Time Performance:
• Lead the virtual run room, a centralized digital environment for real-time monitoring and intervention.
• Manage Genesys Cloud alerts, execute routing changes, OT/VTO offers, backlog deferrals, and escalations,all through virtual collaboration tools.
• Monitor and act on WFM tools and dashboards to maintain SL, AHT, occupancy, and shrinkage targets.

• Automation & Platforms:
• Leverage Genesys Cloud APIs and alerting for routing, callbacks, and backlog management.
• Build and maintain automated Power BI and Tableau dashboards for performance reporting and variance analysis.
• Ensure data integrity and timely reporting for operational decision-making.

• Governance & Playbooks:
• Own and maintain Command Center playbooks with triggers, actions, recovery SLAs, and escalation ladders.
• Audit and version control all changes; log actions for compliance and continuous improvement.

• Stakeholder Partnership:
• Collaborate with Operations, IT, Vendor Management, and Quality teams to align priorities and manage escalations.
• Support global service delivery across multiple sites with tactical and strategic interventions.

• Talent Development:
• Coach analysts and coordinators to build decision-making confidence and data literacy.
• Foster a feedback-rich culture through structured 1:1s and post-incident reviews.

Qualifications:

• Basic Qualifications:
• 8+ years experience in a global contact center environment, including 3+ years in Workforce Management.
• Bachelor’s degree in business, Data Science, or related field (preferred).
• 3+ years using MS Excel in a business environment; proficiency in Microsoft Office, especially Excel and PowerPoint.
• Strong knowledge of Workforce Management tools and ability to maintain them.
• Hands-on expertise with Genesys Cloud (queues, skills, alerting, routing, APIs, reporting).
• Advanced proficiency in Power BI and/or Tableau for data automation and visualization.
• Excellent verbal and written communication skills; ability to create well-organized, accurate documentation.
• Knowledge of Call Center management best practices and operational techniques to drive service levels across multiple sites.
• Strong functional and analytical skills (budgeting, costing, trend analysis); ability to collect, organize, and analyze large datasets with attention to detail and accuracy.
• Ability to balance multiple priorities with minimal direction; organized and detail oriented.
• Solid leadership and decision-making ability; proven track record in coaching and talent development.
• Ability to work in a fast-paced environment with changing priorities and strict time limits.

• Preferred Qualifications:
• 6 or more years of work experience with a bachelor's degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
• Experience in delivering complex, system-integrated business application projects.
• Experience in dispute processing industry across all Visa product lines.
• Prior process governance and process change management experience.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally.
• Ability to set priorities, influence others, and manage customer expectations.
• Ability to provide ongoing direction and analysis of trends and opportunities to improve customer/client experience.