Command Center Manager

About Us
Visa 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.

At 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.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Roel Summary:

The 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.

The 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.

Key Responsibilities:

Virtual Run Room & Real-Time Performance:

• Lead the virtual run room, a centralized digital environment for real-time monitoring and intervention.
• Manage Genesys Cloud alerts, execute routing changes, OT/VTO offers, backlog deferrals, and escalations—all through virtual collaboration tools.
• Monitor and act on WFM tools and dashboards to maintain SL, AHT, occupancy, and shrinkage targets.

Automation & Platforms:

• Leverage Genesys Cloud APIs and alerting for routing, callbacks, and backlog management.
• Build and maintain automated Power BI and Tableau dashboards for performance reporting and variance analysis.
• Ensure data integrity and timely reporting for operational decision-making.

Governance & Playbooks:

• Own and maintain Command Center playbooks with triggers, actions, recovery SLAs, and escalation ladders.
• Audit and version control all changes; log actions for compliance and continuous improvement.

Stakeholder Partnership:

• Collaborate with Operations, IT, Vendor Management, and Quality teams to align priorities and manage escalations.
• Support global service delivery across multiple sites with tactical and strategic interventions.

Talent Development:

• Coach analysts and coordinators to build decision-making confidence and data literacy.
• Foster a feedback-rich culture through structured 1:1s and post-incident reviews.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 8+ years experience in a global contact center environment, including 3+ years in Workforce Management.
• Bachelor’s degree in business, Data Science, or related field (preferred).
• 3+ years using MS Excel in a business environment; proficiency in Microsoft Office, especially Excel and PowerPoint.
• Strong knowledge of Workforce Management tools and ability to maintain them.
• Hands-on expertise with Genesys Cloud (queues, skills, alerting, routing, APIs, reporting).
• Advanced proficiency in Power BI and/or Tableau for data automation and visualization.
• Excellent verbal and written communication skills; ability to create well-organized, accurate documentation.
• Knowledge of Call Center management best practices and operational techniques to drive service levels across multiple sites.
• Strong functional and analytical skills (budgeting, costing, trend analysis); ability to collect, organize, and analyze large datasets with attention to detail and accuracy.
• Ability to balance multiple priorities with minimal direction; organized and detail oriented.
• Solid leadership and decision-making ability; proven track record in coaching and talent development.
• Ability to work in a fast-paced environment with changing priorities and strict time limits.

Preferred Qualifications:

• 6 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.
• Experience in delivering complex, system-integrated business application projects.
• Experience in dispute processing industry across all Visa product lines.
• Prior process governance and process change management experience.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally.
• Ability to set priorities, influence others, and manage customer expectations.
• Ability to provide ongoing direction and analysis of trends and opportunities to improve customer/client experience.

Visa is an EEO Employer

Qualified 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.