{"id":700813,"url":"https://alion.io/job/centerfield-mission-control-analyst","title":"Mission Control Analyst","company":{"id":669085,"name":"Center Field","domain":"centerfield.com","url":"https://alion.io/company/centerfield","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montego Bay, Jamaica"],"countries":["JM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":138000,"period":"year","method":null,"sample_n":8885},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-08-24T20:02:38Z","employer_posted_date":"2026-08-24","last_verified_at":"2026-11-03T19:11:12Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"Hi, We're Centerfield!\nSupercharged 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.\nThe 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.\nResponsibilities:\nIntraday real time monitoring of ABA for all queues at all sites\n\nReal time monitoring of agents’ efficiencies from all teams at all sites\n\nProvide root cause analysis in ABA for all queues/providers and advise/recommend a plan of action to meet efficiency metric goals\n\nQuarterback the process of communication as it pertains to calling out changes to incoming contact patterns to operations and the broader WFM team\n\nCo-host a daily WFM team huddle to discuss the real-time game-plan for the day\n\nGenerate ideas for process and service improvement planning.\n\nMonitor real-time adherence to schedule by production associates\n\nMonitor daily critical metrics and trigger escalation procedures when thresholds are reached\n\nMake recommendations to WFM and department leadership for overtime based on intraday data\n\nProvide intraday reporting to department leadership on KPIs and impact of any escalation procedures\n\nMonitor all real-time and Intra-Day activities to ensure operational goals are met\n\nAccurately track and manage contact center schedule adherence\n\nConduct analysis and recommend solutions to real time performance issues\n\nDevelop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution\n\nMinimum Qualifications:\nMinimum of 2-years of experience in Workforce Management\n\nMinimum 2-years of experience working in an inbound contact center setting is required\n\nMust have excellent Attendance & Punctuality record\n\nStrong analytical and organization skills\n\nAbility to plan and prioritize tasks of competing priority\n\nProven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities\n\nThrives in a team-oriented environment passionate about cross training and sharing responsibilities\n\nAvailable to work day and evening hours to include one weekend day/night\n\nRequired Skills:\nKnowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.\n\nAbility to do a root-cause analysis as it relates to real-time management.\n\nAbility to make sound decisions quickly in a fast-paced work environment.\n\nStrong interpersonal skills and the ability to communicate with many different levels of employees.\n\nExcellent verbal and written skills; high accuracy of work; fosters open two-way communication;\n\nExcellent basic math skills (addition, subtraction, division).\n\nBe a problem solver; highly organized; works independently as well as with a team.\n\nDesired Skills:\nWorkforce Management systems experience: Verint Impact 360, InContact, NG or similar.\n\nIntermediate Excel Skills (e. g. vlookups, pivot tables, sumproduct functions, etc.).\n\nPresentation skills / ability to build and deliver succinct presentations (Power Point proficiency).\n\nExperience using Tableau.\n\nExperience with analyzing, interpreting and summarizing complex data sets.\n\nAI & Interview Policy\nAt Centerfield, we use AI tools internally to support efficiency and fairness in our hiring process, including resume screening and administrative tasks.\nCandidates are welcome to use AI tools ethically to prepare for interviews, such as practicing responses or researching questions. However, all responses during the interview process should reflect your own knowledge, experience, and judgment.\nThe use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted unless explicitly stated otherwise.\nTo learn more, visit usHere.\nInterviews will take place after resumes have been screened for the minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.\nFor more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.\nCenterfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.","description_format":"text","description_chars":5961,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales & Marketing","Lead Generation"],"lifecycle":[{"event":"open","at":"2026-09-11T02:51:46Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.571,"p_room":0.36,"age_days":70,"expected_fill_days":41,"reasons":["conf:0","velocity","win:tail","crowd:"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/centerfield-mission-control-analyst","json_url":"https://alion.io/job/centerfield-mission-control-analyst.json","meta":{"generated_at":"2026-11-03T21:00:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3872,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":669085},"rest":"https://alion.io/mcp/rest/get_company?id=669085"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcenterfield-mission-control-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcenterfield-mission-control-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcenterfield-mission-control-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/centerfield-mission-control-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcenterfield-mission-control-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":700813}},{"tool":"search_jobs","arguments":{"company":"centerfield.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":700813},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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