The Manager of the command center is responsible for directing and overseeing the contact helpdesk (CCTS) and real-time workforce support across all lines of business and locations. This role is responsible to ensure the team delivers timely, high quality support from the helpdesk and real-time workforce support for Participant Services in order to achieve effective service. The manager is responsible for managing same week/day and solving for unplanned events, execution of business continuity plans, trends and deltas.
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