Real-Time Workforce Operations Specialist

NRG Energy; Lindon (UT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free daily lunch on site

Paid holidays and flexible paid time.

Employee Discounts

Onsite health clinic

Job summary

NRG Energy, a leader in home services and energy, is hiring a Command Center Specialist, WFM, to ensure real-time staffing and incident response for Customer Care. The role coordinates workforce adjustments, monitors service levels, and drives rapid issue resolution across platforms, partnering with operations and technology teams.

The position is based in Lindon, UT, with a base schedule 12:30pm-9:00pm, Monday through Friday and occasional Saturdays.

Qualifications

• Strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication with the ability to influence and communicate across levels.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Proficiency with Microsoft Office applications and the ability to learn new systems and technologies.

Responsibilities

• Administer workforce management systems and real-time operational processes to support customer experience and service level objectives
• Monitor queue health, staffing performance, adherence, workload demand, and service levels across channels
• Execute real-time workforce adjustments, including schedule modifications, staffing reallocations, overtime, and time-off programs
• Identify and communicate service level risks, disruptions, and performance impacts
• Serve as primary coordination point for incidents, outages, and events impacting Customer Care
• Facilitate cross-team communication during incidents and disruptions
• Respond to workforce management tickets and business requests promptly
• Produce and communicate operational reporting and staffing updates to leadership
• Document events and support continuous improvement through reporting and process changes
• Partner with leadership to drive efficiency, maintain service levels and improve customer experience
• Perform additional duties as assigned

Skills

Analytical thinking

Communication skills

multitasking

Attention to detail

Office software

Education

High school diploma or equivalent

Some college preferred

Tools

Microsoft Office

Job description

NRG Energy, a leader in home services and energy, is hiring a Command Center Specialist, WFM, to ensure real-time staffing and incident response for Customer Care. The role coordinates workforce adjustments, monitors service levels, and drives rapid issue resolution across platforms, partnering with operations and technology teams.

The position is based in Lindon, UT, with a base schedule 12:30pm-9:00pm, Monday through Friday and occasional Saturdays.