Command Center Specialist

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Our mission is to redefine the home experience with tech and services to create a smarter, greener, safer home that saves our customers money every month.

Summary:

The full-time Command Center Specialist, WFM will be responsible for ensuring all call center response goals are met from a real-time interval basis up to a daily and weekly basis with handling and resolving WFM issues. The Command Center Specialist will facilitate communication between Customer Care and Vivint Technology roles regarding outages and incident management. This position will work closely with our WFM team, Human Resource Business partners to support short and long term staffing requirements, shift adherence, and provide forecasting metrics.

Primary Responsibilities:

• Administer NICE IEX and Qsotry workforce management software
• Handles any day-of schedule requests e.g.coachings, meetings, projects etc.
• Adjusts schedules for attendance issues
• Observes and marks RTA violations
• Administers VTO/MTO/OT in real time
• Promptly and accurately responds to all tickets sent to WFM
• Adjusts individual skills within the ACD on a real-time basisand urgently alerts leadership to issues and changes
• Monitors queue health to diagnose outages in Real Time
• Communicates to department stakeholders, including C-Suite leadership, regarding the status of the department's SLAs
• Facilitates all communication with Incident Management regarding all software outages affecting the Customer Care's Service Level
• Facilitates all communication with Platform Management groups regarding Vivint technology outages affecting Customer Care's Service Level

Required Skills, Experience & Education:

• Intermediate to expert proficiencies with Microsoft programs
• Strong leadership ability
• Ability to learn quickly and adapt in a fast-paced environment
• Ability to work well on a team
• Provendependabilityand attendance habits
• Proven high sense of urgency and accountability
• Takes ownership of all tasks
• Detail Oriented
• Exceptional oral and written communication skills
• Comfortable communicating complex ideas to department stakeholders
• High school diploma or equivalent

Preferred Skills, Experience & Education:

• Some college preferred but not required
• Management experience preferred
• Knowledge of Vivint's equipment and software
• WorkforceManagement and/or IEXexperience a plus, but not required

Learn about the Vivint Culture and why it's a great place to grow your career!

Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on site
• Paid holidays and flexible paid time away
• Employee/Friends/Family Discounts
• Onsite health clinic, gym, gaming tables
• Medical/dental/vision/life coverage & 24/7 Medical Hotline
• 401(k) + Employer Match
• Employee Resource Groups

WORKING CONDITIONS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

SAFETY:

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.