Command Center Analyst

Location Details: Remote - Colombia

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.​

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.  

Join our team

GoDaddy Care & Services Operational Planning & Logistics is hiring a highly collaborative Command Center Analyst I, who is passionate about customers, operational excellence, and innovation. In this role, you will be part of the US/LATAM Command Center team committed to ensuring GoDaddy has optimal coverage for centers around the world, making sure guides are always available when customers need them, across 21 sites in 12 countries.

What you'll get to do...

• Monitor contact center queues, customer wait times, service level performance, and operational trends, with a focus on the US and Latin America
• Monitor intra-day staffing levels and identify where guides may not be logged in where expected
• Identify actions to balance wait times and provide assistance to departments or channels that are struggling intraday
• Manage major system outages and emergencies following predefined playbooks and approved actions, including putting up customer-facing messaging and communicating impacts to leaders
• Monitor guide idle time and department call containment, identifying trends that are not in line with department goals
• Manage guide skill assignments for voice and messaging, maintain guide skill profiles and conduct daily audits
• Complete process and performance audits looking for inaccurate exception entry, routing issues (such as 100% abandoning skills), and inaccurate PTO usage
• Management of guide hierarchy and management unit assignments
• Effectively process tickets w/in SLA guidelines

Your experience should include...

• 3+ years of experience in a contact center environment, including having general familiarity with schedule management processes and KPIs such as adherence
• Basic proficiency with Microsoft Office applications

You might also have...

• Prior experience working on a real-time adherence or command center team

We've got your back...  We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.

We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way. 

About us... GoDaddy Registry is one of the world’s largest and leading domain name registry providers empowering online innovation. We operate top-level domains (TLDs) on behalf of sovereign nations, city governments and global brands so that people worldwide can bring their ideas to life online.

With more than two decades of industry leadership to draw on, we serve as the Registry Operator for TLDs like .co, .us, .biz, and .nyc – and manage the backend technology for hundreds more. Our team is building a platform for future innovation and growth that will positively impact the entire global internet community. To learn more about us, please visit www.registry.godaddy.

GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us. 

At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page. 

GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our full EEO policy.

Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to myrecruiter@godaddy.com. 

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.