Field Support Manager, Workforce Management

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.

The Field Support Manager, Workforce Management, is responsible for leading the short-term forecasting of contact center demand, scheduling needs, and real-time management of Vivint's operational resources with existing and new staff. The primary responsibilities of this role are to function in a leadership capacity for the Field Support WFM staff and function as a senior member of the team.

Job Responsibilities:

• Manages WFM personal including Real Time coordinators and WFM Planners
• Owns and manages staffing inputs and forecasts up to 90 days out
• Manages changes to scheduling to ensure adequate daily resource coverage
• Meets daily with Managers+ on coordinating strategy and addresses performance issues
• Leads resource planning conversation with Directors and VPs regarding hiring
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Provides analytical support for special projects
• Partners with various members of Field Ops leadership team including Director, Sr. Director, etc.
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
• Proactively communicates and works with peers, contact center staff, management, Human Resources and CX leaders
• Assists Real Time team and performs any other related duties as required or assigned

Required skills:

• Deep understanding of contact center operations
• Leadership experience
• Knowledge of and demonstrated ability to employ multiple scheduling methodologies
• Experience using IEX, Blue Pumpkin, eWFM or other WFM software
• Experience using Genesys, CMS, InContact, Cisco, Five9 or other ACD platforms
• Demonstrated ability to balance the science and art associated with meeting business needs and staff morale
• Demonstrated ability to adapt to circumstances when traditional methods fail

Minimum qualifications:

• Bachelor's degree strongly preferred
• 5+ years prior experience in one or more of the following fields: Contact Center Management, Workforce Management, Forecasting, Scheduling, Business Analytics, Telecom etc.

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 athttp://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.