The Mission Control Specialist is a key position within the Workforce Management team who supports operational efficiency across our contact center operations. Specialists are responsible for monitoring real-time service levels, managing staff scheduling, and ensuring optimal coverage to meet customer demand. The team plays a crucial role in maintaining service quality while maximizing resource utilization. The position actively participates in planning, forecasting, and providing feedback to stakeholders in Operations and Leadership teams.

Availability & Schedule

• Full-time position
• Schedule flexibility required, including evenings and weekends
• Schedule will vary based on business needs
• On-the-job training through direct shadowing of experienced team members
• New position onboarding begins monthly

Core Objectives

• Monitor and maintain real-time service levels across all channels
• Ensure optimal staffing levels to meet customer demand
• Track and report on key performance metrics
• Collaborate with team members and leadership to improve operational efficiency
• Stay current with workforce management tools and best practices
• Support scheduling and forecasting processes

Day-to-Day Responsibilities

• Monitor real-time adherence and service levels
• Make real-time staffing adjustments based on volume fluctuations
• Process schedule change requests and time-off requests
• Generate and distribute operational reports
• Coordinate with team leads on staffing needs
• Document operational trends and patterns

Language Requirements

Minimum Requirements:

• Professional written and verbal English communication skills
• Clear pronunciation and strong listening comprehension
• Ability to explain technical concepts in simple terms

Preferred Qualifications:

• Native or near-native English fluency

General Qualifications

• High school diploma or equivalent required
• 1-2 years experience in contact center workforce management preferred
• Strong analytical and problem-solving skills
• Proficiency with workforce management tools and systems
• Experience with data analysis and reporting
• Demonstrated attention to detail
• Proven work ethic and reliability
• Comfort with technology and ability to learn new systems quickly

Comprehensive Benefits

• Competitive base salary
• Work-from-home environment
• Monthly performance bonus potential (averaging 20% of gross pay)
• Company-sponsored health benefits
• Paid time off, overtime and holiday pay
• Paid virtual training
• Company-provided work-from-home setup
• Internet stipend (offshore positions only)
• Professional development opportunities
• Employee recognition programs

Interview Process

Our streamlined hiring process is designed to be efficient while thoroughly evaluating candidates' qualifications. After submitting your application, our recruitment team will review your qualifications and experience.

The next step is a comprehensive video interview where we assess English language proficiency through both verbal and written exercises, discuss customer service scenarios, evaluate technical aptitude, and provide ample time for questions about the role and company.

Following successful completion of the interview, we conduct reference checks for final candidates. Hiring decisions are typically made within 3-5 business days of completing the interview process, and successful candidates receive a formal offer of employment. Once you've received an offer, you will be scheduled for our next training class, which will typically be within a few weeks of your interview.

Achievement Index Program

Specialists are eligible for our monthly Achievement Index performance bonus based on:

• Consistent attendance and punctuality
• Service level achievement
• Forecast accuracy targets
• Schedule optimization metrics
• Team collaboration and support
• Bonus amounts average 20% of monthly gross pay for qualifying specialists

Geographic Requirements

United States positions:

• Must be physically located in the United States
• Must be legally authorized to work in the United States

Philippines positions:

• Must be physically located in the Philippines
• Must be legally authorized to work in the Philippines

All positions require schedule flexibility, including evenings and weekends, to support our 24/7 operation.

For specific questions about this position or to begin the application process, please contact our recruitment team through the provided application portal.