Manager, Command Center

Zillow

1d•Remote

About The Position

At Zillow, we’re reimagining real estate to make it easier to unlock life’s next chapter. Our Customer Experience (CX) Operations team is a critical part of that journey—supporting customers and partners at key moments with speed, care, and expertise. As a Manager, WFM Command Center, you will be part of the team at the center of how we deliver in real time. We monitor performance, respond to changing demand, and partner across teams to ensure a seamless, reliable customer experience every day. We’re hiring a Manager, WFM Command Center to lead our real-time operations team. In this role, you’ll manage a team of Real-Time Analysts (RTAs) responsible for intraday performance and service level attainment across multiple programs. You’ll play a key role in ensuring we deliver for customers in the moments that matter most. Partnering closely with CX Operations and Workforce Management, you’ll balance service level attainment, operational efficiency, and associate experience to drive consistent, high-quality outcomes. This is a hands-on leadership role that combines data-driven decision-making, strong judgment, and people leadership.

Requirements

3+ years of experience in contact center operations, workforce management, or related field
2+ years of experience leading people or teams
Experience managing real-time/intraday performance (service levels, adherence, occupancy, etc.)
Strong analytical and problem-solving skills
Familiarity with WFM tools (e.g., Aspect, NICE, Verint, Genesys)

Nice To Haves

Experience with routing and reporting in ACD/CRM platforms (e.g., Genesys, Salesforce, Zendesk)
Experience leading a command center or real-time operations function
Experience working cross-functionally with operations and planning teams
Track record of driving process improvements or operational performance

Responsibilities

Own real-time performance: Lead intraday performance management to consistently achieve service level goals across programs; establish clear frameworks for monitoring, decision-making, and execution
Lead and develop your team: Coach and support a team of RTAs, building strong capability in real-time analytics and decision-making; foster a culture of accountability and continuous improvement
Drive operational results: Partner with CX Operations to align on intraday strategies; monitor queue performance, staffing levels, and adherence to plan; take action to mitigate service and cost risks
Communicate with clarity: Provide timely updates on performance, risks, and mitigation plans; use data and insights to influence decisions and drive alignment with stakeholders
Drive continuous improvement: Identify opportunities to enhance processes, reporting, and real-time management practices; proactively identify trends and implement solutions to improve performance