Real Time Coordinator

Vivint Smart Home - Lindon, UT

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

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

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

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