WFM Coordinator: Scheduling, Forecasting & SLA Insights

NRG Energy; Provo (UT); On-site; USD 42,000 - 54,000; Full time

Job summary

NRG Energy, via its Vivint Smart Home subsidiary, seeks a full-time WFM Coordinator in Provo, UT to support NIS and Sales Operations by handling workforce data, staffing needs, and real-time adherence.

The role owns the NISWFM incident responses, collaborates with HR and Sales Support to forecast staffing, manage schedules and holidays, and deliver metrics that inform SLA performance and efficiency.

Qualifications

• Need to communicate effectively in English, both written and verbal.
• Strong coordination and organizational skills.
• Ability to work with other departments and in a team environment.
• Experience navigating Vivint service and sales databases.
• Proficient in Microsoft Office and Salesforce.
• Must be able to work full-time on-site.
• Customer service experience preferred.
• High school diploma or equivalent.

Responsibilities

• Input & upload metrics for daily and weekly forecasting models.
• Create schedules and manage corrections, holidays and other WFM functions.
• Handle same-day schedule changes and coaching requests.
• Maintain relationships with business partners.
• Respond to WFM tickets promptly and professionally.
• Prioritize work to meet deadlines set by management.
• Analyze data to inform business decisions and address concerns.
• Monitor real-time adherence to maintain sales rep efficiency.

Skills

Effective English communication (verba

Coordination & organizational skills

Team collaboration

Customer service experience

Education

High school diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Outlook

Salesforce

Job description

NRG Energy, via its Vivint Smart Home subsidiary, seeks a full-time WFM Coordinator in Provo, UT to support NIS and Sales Operations by handling workforce data, staffing needs, and real-time adherence.

The role owns the NISWFM incident responses, collaborates with HR and Sales Support to forecast staffing, manage schedules and holidays, and deliver metrics that inform SLA performance and efficiency.