Consumer Experience Professional 3

Command Center LeadLocation: Remote/WAHShift: Mon-Fri 8AM - 5PM EST (Depending on Deployment Schedule Leads will be required to work 7AM – 8PM)The Command Center Lead ensures optimized interaction between a company and members. The Command Center Lead performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills.Primary Responsibilities:The Command Center Lead will be responsible for successful completion of all command center activities, including triage and resolution of found issues, RAID log entries and upkeep and overall coordination of the daily activities during deployment days. They will be working with a cross functional team of IT, Training, Testing and the Business Unit that is deploying.Qualifications & Requirements:3-5 years working with contact center-related change management and operational readinessExceptional communication skills, both written and verbal (including public speaking)Microsoft Teams and Excel experience specifically RAID LogMust have ability to support after-hours deployments based on business need (may include weekends)Availability between 7am – 8pmExperience working in a “Command Center” (Project Management skills and/or experience is a plus)Ability to work with cross-functional and matrixed teamBasic knowledge of excel, word, powerpoint