Mission Control Analyst

Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

The Call Center Workforce Management (WFM) Mission Control Analyst will partner with the Workforce Management team, to monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, Real-time monitoring, tracking, documenting. A strong knowledge and ability to report metrics like service level, occupancy, shrinkage, staffing requirements etc., is also expected. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Mission Control Analyst must exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost, and quality of service within the organization.