Summary:

The 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 while handling and resolving workforce management issues. The Command Center Specialist serves as the operational coordination hub for Customer Care and owns the response to incidents, outages, queue events, and service level risks impacting customer experience and operational performance. This role is responsible for monitoring real-time business performance, coordinating workforce adjustments, facilitating incident management activities, and communicating operational impacts to leadership, partner teams, and frontline employees.\nThe Command Center Specialist will work closely with Workforce Management, Operations Leadership, Human Resource Business Partners, Platform teams, and Vivint Technology teams to support short-term staffing requirements, maintain operational continuity, and drive rapid resolution of issues impacting service delivery. Base Schedule is 12:30pm-9:00pm Mon-Fri with the occasional Saturday shift rotation.\nBased in Lindon, UT office.

Primary Responsibilities:

Administer workforce management systems and real-time operational processes to support customer experience and service level objectives\nMonitor queue health, staffing performance, adherence, workload demand, and service levels across supported customer contact channels\nExecute real-time workforce adjustments, including schedule modifications, staffing reallocations, overtime, time off programs, and skill management to address changing business needs\nIdentify, communicate, and escalate service level risks, operational disruptions, staffing challenges, and performance impacts\nServe as the primary point of coordination for incidents, outages, and operational events affecting Customer Care performance\nFacilitate communication between Workforce Management, Operations, Technology, Platform teams, and frontline employees during incidents and service disruptions\nRespond to workforce management tickets, operational requests, and business support needs in a timely and accurate manner\nProduce and communicate operational reporting, staffing updates, outage impacts, and workforce performance insights to leadership and key stakeholders\nDocument operational events and support continuous improvement efforts through effective issue tracking, reporting, and process improvement recommendations\nPartner with Workforce Management and Operations Leadership to drive operational efficiency, maintain service levels, and improve customer experience\nPartner with Workforce Management and Operations Leadership to drive operational efficiency, maintain service levels, and improve customer experience\nPerform additional duties, projects, and responsibilities as assigned to support business objectives and operational needs.

Required Skills, Experience & Education:

Strong analytical, problem-solving, and decision-making skills\nExcellent verbal and written communication skills with the ability to influence and communicate across all levels of the organization\nAbility to manage multiple priorities and adapt quickly within a fast-paced operational environment\nDemonstrated ownership, accountability, and attention to detail\nProficiency with Microsoft Office applications and the ability to learn new systems and technologies\nAbility to effectively collaborate with cross-functional teams to achieve operational objectives\nWorkforce Management, contact center operations, or real-time operations experience preferred\nHigh school diploma or equivalent required Preferred

Skills, Experience & Education:

Some college preferred 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. 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