- Pasay, Philippines
- 10+ years
Director, 24/7 AI-Driven Command Center is responsible for leading the shared-service command center that monitors workforce and service performance, identifies emerging risks, and coordinates real-time action across supported lines of business.
Responsibilities
- Lead a 24/7 Command Center responsible for continuous monitoring of workforce, demand, capacity, and service-level performance across supported lines of business.
- Establish AI-driven early-warning capabilities and driver attribution that identify operational risks before service performance is materially affected.
- Deliver automated, accurate, relevant, and timely intraday reporting that supports rapid decision-making and coordinated action.
- Own real-time orchestration and optimization, including intraday staffing decisions, SLA protection, workload balancing, and use of available workforce levers.
- Coordinate intraday skilling and routing updates with line-of-business WFM, Operations, and Technology partners.
Requirements
- Bachelor’s Degree
- Advanced Degree (e.g., Masters or MBA)