Install Manager - Scheduling

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Vivint's Scheduling Department is a fast-paced work environment that demands the ability to manage people, systems, and projects. The Scheduling Install Manager role is focused on supporting and developing the members of his/her team while also building and fostering strong collaborative relationships with NIS and Field Service partners in support of Vivint's aggressive growth targets and commitment to a world class customer experience. In this Manger role, you will have day to day oversight over all installs that are scheduled and work closely with business partners in NIS and the Field to deliver on key performance indicators established by the business while also developing new processes and systems to drive impact above and beyond the status quo. The Scheduling Install Manager is expected to readily adapt to change in a dynamic, highly fulfilling, and fast-paced role that evolves with the needs of the business.

Duties and Responsibilities:

• Oversee and drive the successful execution of Scheduling and NIS KPI's

• Install rate (daily and long term)
• Installs per appointment
• Reschedule %
• Filling white space/throughput
• On-site/on-time %
• Move up %
• Sameday falloff replace %
• Queue performance/SLA (phone, email, text, walkup)
• Etc.

• Ensure the successful completion of daily Scheduling tasks, this includes but is not limited to:

• Escalation queues: install reschedules (same day / future)
• Jeopardy audits and engagement/resolution
• Pre-jeopardy audits and engagement/resolution

• Conduct weekly 1:1 coaching with Supervisors to remove barriers to team effectiveness

• Address performance, quality, and attendance concerns with proper documentation and follow through

• Motivate, coach and reward teams in areas such as: Productivity, Quality, Call Handle Time, Schedule utilization, etc.
• Weekly work audit of teams to drive continuous improvement. This includes the review of:

• Rep Scorecard to find ways to drive individual and team performance towards established goals
• QA scorecard to ensure teams are adhering to correct processes and executing on professionalism and quality

• Ability to create, clearly communicate, and disseminate new SOP's to team members so that they may quickly and successfully integrate new processes into their daily routine

• This includes holding weekly team meetings to ensure the team is kept up to date on any new developments/processes within the Scheduling department
• Empower team members to achieve goals by providing resources, training, accountability, and authority

• Weekly sync with NIS and field leaders to discuss and collaborate on joint initiatives (reschedules, jeopardy, etc.)
• Lead or assist with projects and successfully complete each task within an assigned deadline
• Partners with other areas of the business frequently to meet company goals, respond to escalations, and improve processes
• Assists team in adjusting and responding to change, maintaining personal and teamwork effectiveness during changing or ambiguous situations
• Acts as a business owner, taking care of the needs of the scheduling reps, NIS, field, and other cross-functional partners
• Demonstrates customer obsession by seeking out, understanding, and responding to the needs of both internal and external customers
• Open to giving and receiving feedback to/from team members, peers, and management
• Assist with floor support as necessary
• Implements and executes established business strategies and projects
• A strong comprehension and understanding of what constitute sensitive or confidential information and the ability keep it private

Required Skills:

• Highly self-motivated, approachable, energetic, and results oriented
• Must have excellent communication and leadership skills
• Must be proficient in multi-tasking
• Must be willing to spread positivity on the call floor and set example to others
• Must be reliable, organized, and able to connect with others
• Ability to problem solve with "take charge" levels of responsibility
• Proficient computer skills including the understanding of commonly used software programs and the ability to navigate and learn to use proprietary programs
• Experience managing large teams, with direct reports including leadership (strongly prefer call center management and/or account management and/or scheduling experience - minimum 3 years of leadership experience)
• Proven ability to enhance operational efficacy and efficiency
• Competitive spirit with experience building and contributing to team culture, including positivity, high performance, ownership, teamwork, and accountability
• Must have strong sense of what "world class customer experience" means with ability to drive execution against that goal, personally and through your team
• Ability to identify reporting needs, contribute to report design, and interpret data for operational flow/performance and individual agent performance metrics/dashboards in order to drive targeted improvement and relay status to stakeholders
• Ability to engage on customer onboarding journey design including leveraging automated touch points and moving some controls over to the customer's ownership (i.e., customers rescheduling themselves)
• Preferred sales experience, enabling relatability with our key customer as well as to drive effective retention efforts as needed
• Ability to manage teams remotely (experience strongly preferred)
• Ability to pivot quickly and adapt to change
• Highly motivated self-starter with friendly and approachable personality
• Able to identify and solve needs for behavioral and process/system needs (including solving for optimal internal/external customer experience)
• Knowledgeable call center practitioner with an understanding of dialer systems, strategy, and optimization (Five9 preferred)
• Flexible schedule with the ability to work nights and weekends as needed
• Demonstrated ability to establish relationships
• Strong time-management, organizational, and problem-solving skills
• Excellent communication skills, in person, over the phone, and written; present results to senior leadership
• Responsible for all department staffing (with support from Recruiting); must be capable of bringing talented reps/leaders into the Installation Scheduling team
• Must be proficient in Excel, Teams, and other MS Office applications; must know or be able to quickly learn scheduling programs like Click and PSO/IFS
• Proven track record of OKR execution
• Preferred Bachelor's degree or equivalent experience and education

Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring-under federal, state, and local laws. We are a drug free environment. We don't conduct pre-employment drug screening; however, we do conduct random drug testing on site.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.