Command Center Specialist

AIS • Bangkok, Bangkok, Thailand • Posted May 31, 2026

Location Bangkok, Bangkok

Job Type Full-time

Category Information and Record Clerks

Posted May 31, 2026

Job Description
1. Real-Time Monitoring
 > Monitor agent status via ACD/CRM/Workforce tools.
 > Track call volume and service level (SLA) performance to ensure targets are met.
 > Alert and coordinate with relevant teams when issues arise, such as long queue times or agent unavailability.
2. Resource Allocation
 > Adjust agent schedules and intraday staffing based on real-time demand.
 > Collaborate with Scheduling and Operations teams to maintain optimal staffing levels.
3. Reporting & Analytics
 > Generate real-time dashboards and alert logs.
 > Analyze trends and provide recommendations to improve service delivery.
4. Communication & Coordination
 > Act as a central point of contact for critical updates such as system outages or campaign changes.
 > Liaise with IT, Operations, Clients, and other departments to resolve urgent issues.
5. Service Assurance
 > Ensure agents log in/out according to schedule.<...
            

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