Command Center Specialist
About The Position
At Health Advocate, we’re on a mission to make healthcare easier to understand and easier to use—and that starts with operational excellence behind the scenes. As a Command Center Specialist, you’ll be at the center of it all, monitoring real-time performance, identifying risks, and taking action to ensure our service operations run smoothly 24/7. This is a high-impact, fast-paced role where your ability to think critically, act quickly, and collaborate effectively will directly support our teams and the members we serve. If you thrive under pressure, love working with data, and want to play a key role in maintaining business continuity, this could be the perfect fit.
Requirements
- 2+ years in a fast-paced customer service, operations, or workforce management environment
- Experience working with real-time performance metrics and making quick decisions
- Strong understanding of KPIs, call center dynamics, and workforce management principles
- Proficiency in Microsoft Office, especially Excel
- Ability to multitask, prioritize, and document decisions accurately
- Strong situational awareness and risk identification
- Ability to adapt quickly in a 24/7 operational environment
Nice To Haves
- Experience in call center operations, workforce management, or analytics
- Exposure to cross-functional collaboration across operations and technology teams
Responsibilities
- Monitor KPIs, call demand, service levels, and staffing conditions in real time
- Proactively identify performance risks and take action to stabilize operations
- Make quick, data-driven decisions to optimize service levels and cost efficiency
- Reallocate resources, request backfill support, and adjust staffing based on demand
- Serve as a liaison between Technology, Operations, and Leadership during outages or disruptions
- Monitor external events (weather, regional disruptions, etc.) and coordinate response plans
- Manage real-time staffing needs and respond to short-term operational requests
- Monitor automated staffing tools, alerts, and system-driven processes to ensure alignment
- Provide real-time updates on performance, risks, and operational changes
- Share staffing opportunities and collaborate across teams to drive resolution
- Maintain detailed logs of actions and decisions
- Identify trends and recurring issues to improve staffing strategies and processes
Benefits
- Medical
- dental
- vision
- Tuition assistance
- 401(k) with company match
- PTO & paid holidays
- Fully remote work (we provide the equipment you need)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
