Performance Specialist

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success—take the lead in shaping your career development, goals and future!

 

The Performance Specialist is responsible for supporting the Supervisor in managing the team on a day-to-day basis. In conjunction with their Supervisor, the Performance Specialist will be expected to support high performance, culture, and flawless execution on their team. They will use various software and data to monitor and measure the team’s performance, as well as provide real-time or integrated coaching to team members.

 

JOB RESPONSIBILITIES:

• Work with Supervisor to achieve team goals
• Ensure that the team is supported at all times
• Motivate, coach, and manage team members to achieve department performance expectations
• Perform targeted integrated coaching with team members 
• Provide and receive feedback to/from team members, peers, and management
• Deliver on the spot coaching, feedback, and guidance
• Train team in diagnosing and resolving customer concerns effectively and efficiently
• Take calls from escalated customers
• Provide daily attendance update to supervisor
• Stay current on department knowledge
• Ensure that the team has read/viewed all department communications
• Be aware of team performance and recognize both positive and negative behaviors
• Assist in call evaluations and coaching to drive agent improvement
• Assist supervisor in planning and executing team meetings
• Empower team members to achieve personal goals
• Maintain a fun, hard-working culture and atmosphere
• Demonstrate the Vivint Missions and Values

 

REQUIRED SKILLS:

• Energetic and compassionate when it comes to assisting all members of the team
• Results and Metric Driven - Great Culture Enthusiast
• Proactive
• Expert Critical Thinking skills
• Works well with others
• Team Player 
• Accountable