Job Description

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 own all Customer Care response to Incidents, Outages and Queues. Also facilitates communication between Customer Care and Vivint Technology/Platform roles regarding such situations. This position will work closely with our WFM team, Operations Management, Partner Teams, Vivint Technology Teams, and Human Resource Business partners to support short term staffing requirements, shift adherence, and any Incidents impacting SLA or efficiency.

• Availability: Able to work within the operating hours of 6:00am-8:00pm any day Monday to Sunday 40 hours per week
• Based out of our Lindon, UT office

Primary Responsibilities:

• Administer NICE IEX and QStory workforce management software 
• Handles any same day schedule change requests e.g. coachings, meetings, projects etc.
• Adjusts IEX schedules based on employee attendance
• Observes, marks and communicates Real Time Adherence issues in the Contact Center 
• Partners with Operations and Partner Management for recruitment of Overtime and/or Voluntary Time Off in order to manage intraday staffing levels  
• Promptly and accurately responds to all WFM tickets with empathy
• Adjusts individual skills within the ACD on a real-time basis and urgently alerts leadership to issues and changes 
• Monitors queue health to diagnose outages and staffing/demand changes in Real Time
• Reporting as required to internal leadership (i.e. performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
• Owns all communications regarding Queue Management and Incident Management situations that could disturb Service Level or efficiency or intraday performance including technical issues causing idle time and/or higher than forecast workload demands to Directors, VPs and other Operations/Partner Management personnel
• Facilitates all communication and event resolution with Vivint VT and Platform regarding Vivint technology outages affecting Customer Care’s Service Level
• Communicate to frontline Care employees on specific actions to take and information to pass to customers during Queues and Incidents

Required Skills, Experience & Education:

• Ability to take initiative and aggressive ownership
• Ability to learn quickly and effectively adapt to change in a fast-paced environment 
• Must have excellent time management skills with the ability to work with minimal supervision in high pressure situations
• Flexible team player with a positive attitude
• Excellent attendance record
• Ability to take initiative with a high sense of urgency, self-accountability, accuracy and attention to detail
• Exceptional oral and written communication skills
• Demonstrated ability to communicate professionally with a balance of empathy and business needs
• Comfortable communicating complex details to all levels of Care Operations Management
• 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 
• Workforce Management and/or IEX experience 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.

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