{"schemaVersion":"jobsearcher.job.v1","id":"66e8e4f7f6b6d4cf7a83f310","url":"https://jobsearcher.com/jobs/66e8e4f7f6b6d4cf7a83f310","canonicalUrl":"https://jobsearcher.com/jobs/66e8e4f7f6b6d4cf7a83f310","title":"Command Center / Performance Manager","description":"The Command Center & Performance Manager provides centralized, real-time operational oversight and performance management across federal civilian Customer Quality Assurance (CQA) technology, workforce operations, AI-enabled services, quality assurance, and service delivery functions. This role ensures operational excellence through continuous monitoring, analytics, incident management, and executive-level reporting.\n\nKey Responsibilities\nOperate and manage the integrated Command Center environment.\nMonitor real-time contact volumes, queue performance, service levels, response times, and abandonment rates.\nTrack workforce metrics, including staffing levels, schedule adherence, occupancy, utilization, and productivity.\nMonitor AI and automation performance, including containment rates, accuracy, escalation trends, and other key operational metrics.\nCoordinate the escalation and resolution of operation\nal and technical incidents.\nDevelop and maintain real-time dashboards, performance scorecards, trend analyses, and executive reports.\nTrack corrective actions and support rapid operational decision-making.\nProvide leadership with comprehensive visibility into operational, workforce, technology, quality, and AI performance.\nRequired Qualifications\n7+ years of experience in contact center performance management, command center operations, workforce management, or operational analytics.\nStrong experience managing real-time operations and service-level agreement (SLA) performance.\nProficiency with workforce management (WFM) tools, operational dashboards, queue analytics, and executive reporting.\nDemonstrated experience analyzing performance data and driving operational improvements.\nExcellent communication, problem-solving, and stakeholder management skills.\nPreferred Qualifications\nExperience with AI-enabled contact center analytics, automation monitoring, and performance measurement.\nFederal government contact center or customer experience program experience.\nExperience supporting large-scale service delivery operations in a regulated or public-sector environment.\nDesired Skills\nReal-time operations management\nWorkforce management and forecasting\nContact center analytics\nPerformance reporting and KPI management\nIncident and escalation management\nBusiness intelligence and dashboard development\nAI and automation performance monitoring\nExecutive communications and briefing preparation\n\nPosition Contingency Notice\n\nThis position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.","company":"Itcon Services","rawCompany":"itcon services","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-10-17T07:58:49.985Z","occupations":[{"code":"55-3015.00","title":"Command and Control Center Specialists","slug":"command-and-control-center-specialists"},{"code":"55-1015.00","title":"Command and Control Center Officers","slug":"command-and-control-center-officers"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"}],"industries":[{"code":"921190","title":"Other General Government Support","slug":"other-general-government-support"},{"code":"928110","title":"National Security","slug":"national-security"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Command Center / Performance Manager","description":"The Command Center & Performance Manager provides centralized, real-time operational oversight and performance management across federal civilian Customer Quality Assurance (CQA) technology, workforce operations, AI-enabled services, quality assurance, and service delivery functions. This role ensures operational excellence through continuous monitoring, analytics, incident management, and executive-level reporting.\n\nKey Responsibilities\nOperate and manage the integrated Command Center environment.\nMonitor real-time contact volumes, queue performance, service levels, response times, and abandonment rates.\nTrack workforce metrics, including staffing levels, schedule adherence, occupancy, utilization, and productivity.\nMonitor AI and automation performance, including containment rates, accuracy, escalation trends, and other key operational metrics.\nCoordinate the escalation and resolution of operation\nal and technical incidents.\nDevelop and maintain real-time dashboards, performance scorecards, trend analyses, and executive reports.\nTrack corrective actions and support rapid operational decision-making.\nProvide leadership with comprehensive visibility into operational, workforce, technology, quality, and AI performance.\nRequired Qualifications\n7+ years of experience in contact center performance management, command center operations, workforce management, or operational analytics.\nStrong experience managing real-time operations and service-level agreement (SLA) performance.\nProficiency with workforce management (WFM) tools, operational dashboards, queue analytics, and executive reporting.\nDemonstrated experience analyzing performance data and driving operational improvements.\nExcellent communication, problem-solving, and stakeholder management skills.\nPreferred Qualifications\nExperience with AI-enabled contact center analytics, automation monitoring, and performance measurement.\nFederal government contact center or customer experience program experience.\nExperience supporting large-scale service delivery operations in a regulated or public-sector environment.\nDesired Skills\nReal-time operations management\nWorkforce management and forecasting\nContact center analytics\nPerformance reporting and KPI management\nIncident and escalation management\nBusiness intelligence and dashboard development\nAI and automation performance monitoring\nExecutive communications and briefing preparation\n\nPosition Contingency Notice\n\nThis position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.","datePosted":"2026-10-17T07:58:49.985Z","dateModified":"2026-10-17T07:58:49.985Z","hiringOrganization":{"@type":"Organization","name":"Itcon Services","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"66e8e4f7f6b6d4cf7a83f310"},"url":"https://jobsearcher.com/jobs/66e8e4f7f6b6d4cf7a83f310"}}