Command Center Officer

The Command Center Manager is responsible for overseeing the operational performance of outsourced contact center partners across multiple geographies. The role serves as the central point of control for real‑time service level management, performance monitoring, workforce coordination, reporting, analytics, and executive communication to ensure delivery of customer experience and operational KPIs.

The role will drive proactive management of vendor performance, identify operational risks, provide actionable insights through advanced analytics, and ensure alignment with the airline's customer service strategy and commercial objectives.

Accountabilities

• Operate a centralized command centre for real‑time monitoring.
• Track live service levels, queue performance, backlog, ASA, abandonment, occupancy, and productivity.
• Coordinate with vendor WFM and Operations teams during demand surges and disruptions.
• Conduct daily, weekly, and m...