Command Center Specialist

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Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

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.

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.

The 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.
• Based in Lindon, UT office.

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

• Strong analytical, problem-solving, and decision-making skills
• Excellent verbal and written communication skills with the ability to influence and communicate across all levels of the organization
• Ability to manage multiple priorities and adapt quickly within a fast-paced operational environment
• Demonstrated ownership, accountability, and attention to detail
• Proficiency with Microsoft Office applications and the ability to learn new systems and technologies
• Ability to effectively collaborate with cross-functional teams to achieve…