Command Center Specialist (Lindon, UT, US, 84042)

NRG Energy
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Analytical thinking","Problem-solving","Decision-making","Communication","Collaboration","Attention to detail","Accountability","Multi-tasking","Adaptability"]

Own real-time workforce management for customer care by monitoring call center performance, queue health, staffing adherence, and service levels. Coordinate workforce adjustments and respond to workforce management tickets, operational requests, incidents, outages, and queue events. Facilitate communication across Workforce Management, Operations Leadership, Technology, Platform, and frontline teams, and escalate service-level risks while delivering operational reporting and continuous improvement recommendations.

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NRG Energy
NRG Energy
3 days ago

Command Center Specialist (Lindon, UT, US, 84042)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own real-time workforce management for customer care by monitoring call center performance, queue health, staffing adherence, and service levels. Coordinate workforce adjustments and respond to workforce management tickets, operational requests, incidents, outages, and queue events. Facilitate communication across Workforce Management, Operations Leadership, Technology, Platform, and frontline teams, and escalate service-level risks while delivering operational reporting and continuous improvement recommendations.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Administer workforce management systems and real-time operational processes to meet customer experience and service-level goals.
  • •Monitor queue health, staffing performance, adherence, workload demand, and service levels across customer contact channels.
  • •Execute real-time workforce adjustments including schedule modifications, staffing reallocations, overtime, time off, and skill management.
  • •Coordinate incident, outage, and operational events affecting Customer Care performance, including risk identification and escalation.
  • •Respond to workforce management tickets and operational requests, and produce operational reporting and staffing updates for leadership.

Pay and Benefits

Perks:Meal AllowancePaid HolidaysPaid LeaveEmployee DiscountsHealth InsuranceDentalVisionLife Coverage401kEmployee ResourceOnsite ClinicGym MembershipGaming Tables

Key Requirements

  • •Strong analytical, problem-solving, and decision-making skills.
  • •Excellent verbal and written communication skills with the ability to influence across all organizational levels.
  • •Ability to manage multiple priorities and adapt quickly in a fast-paced operational environment.
  • •Proficiency with Microsoft Office and the ability to learn new systems and technologies.
  • •High school diploma or equivalent required.
Education:High School
Skills:Analytical thinkingProblem-solvingDecision-makingCommunicationCollaborationAttention to detailAccountabilityMulti-taskingAdaptability
Tech Stack:Microsoft Office

Company Brief

NRG Energy
NRG Energy is a large integrated power company that owns and operates a diverse fleet of power generation assets and provides retail electricity services, energy solutions, and distributed energy resources to residential and commercial customers.
Industry: Utilities
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Houston, United States
Founded: 1989
WebsiteLinkedIn