What are the responsibilities and job description for the Workforce Management Coordinator position at NRG?
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.
We are looking for a full time WFM Generalist to support NIS and Sales Operations with handling and resolving workforce related issues, such as but not limited to: inputting data, managing staffing requirements, and monitoring real time adherence. The WFM Generalist will also own the NISWFM response to Incidents, Outages and Queues. This position will work closely with our Human Resource Business partners & Sales Support Professionals to support short- and long-term staffing requirements, shift adherence, and provide forecasting metrics along with any incidents impacting SLA or efficiency.
JOB RESPONSIBILITIES:
- Input & upload metrics for daily and weekly forecasting models.
- Contribute to the WFM team with creating schedules, uploading corrections, managing holidays and other WFM functions.
- Handles any same day schedule change requests such as coachings, meetings, projects etc.
- Maintain and influence relationships with our business partners.
- Promptly and accurately respond to all WFM tickets with empathy.
- Prioritize work effectively to meet specific deadlines as given by manager.
- Proactively analyze and interpret data to inform business decisions and address concerns.
- Manage real time adherence to maintain sales rep efficiency.
- Utilize excellent and professional customer service skills to build and maintain positive working relationships with sales reps and leaders.
REQUIRED SKILLS:
- Ability to communicate effectively, both verbally and in writing, in the English language
- Excellent work coordination and organizational skills
- Ability to work effectively with other departments and in a team environment
- Ability to learn how to effectively navigate Vivint’s service and sales databases
- Computer skills, Microsoft, Excel and Word, Outlook, and Sales Force
- Must be able to work full-time and on-site
- Customer service experience - preferred
- High school diploma or equivalent
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.
