{"id":4060370,"url":"https://alion.io/job/visa-command-center-manager","title":"Command Center Manager","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":133,"ghost_share":0.008,"stale_share":0.534,"repost_share":0.06,"time_to_fill_p50_days":34,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasay, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Copilot","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Power BI","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-11-11T08:15:16Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T08:15:16Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Us\nVisa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.\nAt Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nRoel Summary:\nThe Command Center Manager leads real-time operations for a global, multi-channel contact center environment, ensuring interval service targets are met while driving automation, resilience, and continuous improvement. This role blends operational leadership in Genesys Cloud, advanced analytics using Power BI, Tableau, and Excel, and governance through playbooks and policy engines.\nThe manager will also develop talent through coaching and partner with stakeholders across multiple sites to maintain service excellence. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.\nKey Responsibilities:\nVirtual Run Room & Real-Time Performance:\nLead the virtual run room, a centralized digital environment for real-time monitoring and intervention.\nManage Genesys Cloud alerts, execute routing changes, OT/VTO offers, backlog deferrals, and escalations-all through virtual collaboration tools.\nMonitor and act on WFM tools and dashboards to maintain SL, AHT, occupancy, and shrinkage targets.\nAutomation & Platforms:\nLeverage Genesys Cloud APIs and alerting for routing, callbacks, and backlog management.\nBuild and maintain automated Power BI and Tableau dashboards for performance reporting and variance analysis.\nEnsure data integrity and timely reporting for operational decision-making.\nGovernance & Playbooks:\nOwn and maintain Command Center playbooks with triggers, actions, recovery SLAs, and escalation ladders.\nAudit and version control all changes; log actions for compliance and continuous improvement.\nStakeholder Partnership:\nCollaborate with Operations, IT, Vendor Management, and Quality teams to align priorities and manage escalations.\nSupport global service delivery across multiple sites with tactical and strategic interventions.\nTalent Development:\nCoach analysts and coordinators to build decision-making confidence and data literacy.\nFoster a feedback-rich culture through structured 1:1s and post-incident reviews.\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.\nQualifications\nBasic Qualifications:\n8+ years experience in a global contact center environment, including 3+ years in Workforce Management.\nBachelor’s degree in business, Data Science, or related field (preferred).\n3+ years using MS Excel in a business environment; proficiency in Microsoft Office, especially Excel and PowerPoint.\nStrong knowledge of Workforce Management tools and ability to maintain them.\nHands-on expertise with Genesys Cloud (queues, skills, alerting, routing, APIs, reporting).\nAdvanced proficiency in Power BI and/or Tableau for data automation and visualization.\nExcellent verbal and written communication skills; ability to create well-organized, accurate documentation.\nKnowledge of Call Center management best practices and operational techniques to drive service levels across multiple sites.\nStrong functional and analytical skills (budgeting, costing, trend analysis); ability to collect, organize, and analyze large datasets with attention to detail and accuracy.\nAbility to balance multiple priorities with minimal direction; organized and detail oriented.\nSolid leadership and decision-making ability; proven track record in coaching and talent development.\nAbility to work in a fast-paced environment with changing priorities and strict time limits.\nPreferred Qualifications:\n6 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.\nExperience in delivering complex, system-integrated business application projects.\nExperience in dispute processing industry across all Visa product lines.\nPrior process governance and process change management experience.\nAbility to represent technical and business issues and solutions to multiple levels internally and externally.\nAbility to set priorities, influence others, and manage customer expectations.\nAbility to provide ongoing direction and analysis of trends and opportunities to improve customer/client experience.\nVisa is an EEO Employer\nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.","description_format":"text","description_chars":5208,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-11-11T08:15:16Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":34,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-11T09:36:16Z"},"pay":null,"html_url":"https://alion.io/job/visa-command-center-manager","json_url":"https://alion.io/job/visa-command-center-manager.json","meta":{"generated_at":"2026-11-11T09:36:16Z","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":16020,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":83},"rest":"https://alion.io/mcp/rest/get_company?id=83"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvisa-command-center-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Fvisa-command-center-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Fvisa-command-center-manager"},{"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/visa-command-center-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvisa-command-center-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4060370}},{"tool":"search_jobs","arguments":{"company":"visa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4060370},"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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