Command Center Specialist

NRG•Lindon, UT

4d•Onsite

About The Position

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.

Requirements

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 operational objectives
High school diploma or equivalent required

Nice To Haves

Workforce Management, contact center operations, or real-time operations experience preferred
Some college preferred but not required

Responsibilities

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 escalate 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
Perform additional duties, projects, and responsibilities as assigned to support business objectives and operational needs.