Real Time Coordinator

Vivint Smart Home - Lindon, UT

Full-time
Job Description
This position will be responsible to ensure all call center response goals are met from a real-time interval basis up to a daily and weekly basis. The Real Time Coordinator also assists the Real Time Coordinator 2, and analysts as necessary

JOB RESPONSIBILITIES:
Administer NICE IEX workforce management software
Handles any day-of schedule requests e.g. coachings, meetings, projects etc.
Adjusts schedules for attendance issues
Completes RT audit daily
Observes and marks RTA violations
Administers VTO/OT on a day-of-basis
Handles attendance hotline
Promptly and accurately responds to all tickets sent to WFM
Monitors individual skills on a real-time basis
Other special projects as assigned

REQUIRED SKILLS:
Intermediate to expert proficiencies with Microsoft programs
Strong leadership ability
Ability to learn quickly and adapt in a fast paced environment
Ability to work well on a team
Proven extreme dependability
Proven excellent attendance habits
Takes ownership of all tasks
Detail Oriented
Proficient oral and written communication skills

MINIMUM QUALIFICATIONS:
High school diploma or equivalent
Some college preferred but not required
Management experience preferred
Knowledge of Vivint’s equipment and software
Workforce experience a plus, but not required