# Command Center Manager

**Company**: Visa
**Location**: Pasay, Philippines - Manila
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PH---Pasay-Philippines---Manila/Command-Center-Manager_REF090090W-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/command-center-manager-ec7b294b-731/

## Description

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.

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## Skills

### Required
- Genesys Cloud
- Power BI
- Tableau
- Excel
- Workforce Management
- Microsoft Office
- Data Science
- Call Center management

### Nice to have
- Masters
- MBA
- JD
- MD
- PhD
- dispute processing industry
- process governance
- process change management

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PH---Pasay-Philippines---Manila/Command-Center-Manager_REF090090W-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)