Onboard is based in Salt Lake City, Utah, United States and provides customer service and support to residents of Onboard managed apartment complexes and homes. Our customers are residents who are moving into apartments and setting up their internet and video service. We offer help with billing, basic setup, general inquiries, and common help topics.

The Mission Control Specialist is a key position within the Workforce Management team who supports operational efficiency across our contact center operations. Specialists are responsible for monitoring real-time service levels, managing staff scheduling, and ensuring optimal coverage to meet customer demand. The team plays a crucial role in maintaining service quality while maximizing resource utilization. The position actively participates in planning, forecasting, and providing feedback to stakeholders in Operations and Leadership teams.

Availability & Schedule:

• Full-time position
• Schedule flexibility required, including evenings and weekends
• Schedule will vary based on business needs
• On-the-job training through direct shadowing of experienced team members
• New position onboarding begins monthly

Core Objectives

• Monitor and maintain real-time service levels across all channels
• Ensure optimal staffing levels to meet customer demand
• Track and report on key performance metrics
• Collaborate with team members and leadership to improve operational efficiency
• Stay current with workforce management tools and best practices
• Support scheduling and forecasting processes

Day-to-Day Responsibilities:

• Monitor real-time adherence and service levels
• Make real-time staffing adjustments based on volume fluctuations
• Process schedule change requests and time-off requests
• Generate and distribute operational reports
• Coordinate with team leads on staffing needs
• Participate in team meetings and planning sessions
• Document operational trends and patterns

Accountability Metrics:

• Quality - consistently meet or exceed service level targets
• Reliability - demonstrate dependable attendance and punctuality
• Accuracy - maintain precise forecasting and scheduling accuracy
• Teamwork - actively contribute to team success and support colleagues
• Communication - effectively relay updates and changes to stakeholders

Minimum Requirements:

• Professional written and verbal English communication skills
• Clear pronunciation and strong listening comprehension
• Ability to explain technical concepts in simple terms

Preferred Qualifications:

• Native or near-native English fluency

General Qualifications:

• High school diploma or equivalent required
• 1-2 years experience in contact center workforce management preferred
• Strong analytical and problem-solving skills
• Proficiency with workforce management tools and systems
• Experience with data analysis and reporting
• Demonstrated attention to detail
• Proven work ethic and reliability
• Comfort with technology and ability to learn new systems quickly

Philippines positions:

• Must be physically located in the Philippines
• Must be legally authorized to work in the Philippines