Manager, Command Center (WFM)

TL;DR

Manager, Command Center (WFM): Lead real-time operations team managing intraday performance and service level attainment across customer experience programs with an accent on balancing service levels, operational efficiency, and associate experience. Focus on monitoring queues, staffing adherence, mitigating risks, and driving data-informed decisions for consistent outcomes.

Location: Remote (USA only, any of the 50 states with limited exceptions)

Salary: $71,000–$119,300 annually (varies by state)

Company

Most-visited real estate platform in the U.S., helping customers buy, sell, finance, and rent homes.

What you will do

• Own real-time performance management to achieve service level goals across programs, establishing monitoring and decision frameworks.
• Lead and develop a team of Real-Time Analysts, fostering accountability and continuous improvement in analytics.
• Partner with CX Operations on intraday strategies, monitoring queues, staffing, and adherence to mitigate risks.
• Communicate performance updates, risks, and plans using data to influence stakeholders.
• Drive process improvements by identifying trends and implementing solutions for better real-time management.

Requirements

• 3+ years in contact center operations, workforce management, or related field
• 2+ years leading people or teams
• Experience managing real-time/intraday performance (service levels, adherence, occupancy)
• Strong analytical and problem-solving skills
• Familiarity with WFM tools (Aspect, NICE, Verint, Genesys)

Nice to have

• Experience with routing and reporting in ACD/CRM platforms (Genesys, Salesforce, Zendesk)
• Experience leading a command center or real-time operations
• Cross-functional work with operations and planning teams
• Track record of process improvements or operational performance

Culture & Benefits

• Competitive base salary plus equity awards based on experience, performance, and location.
• Recognized as a top workplace (Fortune 100 Best Companies to Work For 2025, PEOPLE Companies That Care 2025).
• Innovative, inclusive culture empowering employee growth and industry impact.
• Equal opportunity employer committed to diversity and accommodations.