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Manager 1 - Zone Scheduling Manager

Company: Vivint Smart Home, Inc.
Location: Provo
Posted on: June 9, 2021

Job Description:

Job Description

Our mission is to redefine the home experience through intelligently designed products and services delivered to every home by people who care.

Who Are We:

Vivint Smart Home is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24/7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.7 million customers.

Vivint was named to the Forbes list of "America's Best Employers for Diversity" in 2020 and 2019, and to the Forbes list of "America's Best Employers" in 2018. The company has a strong commitment to philanthropy and received a 2020 Gold Halo Award from Engage for Good for group volunteerism. Vivint is the largest tech employer in Utah and has received multiple awards for innovation, including being named among Fast Company's "World's 50 Most Innovative Companies."

The Role:

Vivint's Scheduling Department is a fast-paced work environment that demands both the ability to manage people and projects. The Zone Manager role is focused between supporting and developing our Scheduling Professionals while also ensuring our Field Service partners are set up for success. Developing and growing our Scheduling Professionals is key to the success of our department and the Zone Manager plays an integral role in this process. As a Scheduling Zone Manager, you're expected to create an environment that promotes growth and positivity. Likewise, the Zone Manager is focused on growing relationships with field leaders through coordination and communication to ensure business needs are met. Overall, a Scheduling Zone Manager is expected to readily adapt to change in a dynamic, fast-paced role that evolves with the needs of the Scheduling Department and Vivint.

What you will be working on:

  • Oversee and drive the successful execution of Scheduling KPI's
  • Ensure the successful completion of daily Scheduling tasks, this includes but is not limited to:
  • Queues: Escalations (Installs, Service, Reschedules and Inbox Requests etc.)
  • Phone SLA's
  • Filling white space

  • Conduct weekly 1:1 coaching with Supervisors to remove barriers to team effectiveness
  • Address performance and attendance concerns with proper documentation and follow through

  • Motivate, coach and reward teams in areas such as: Quality, Productivity, Call Handle Time, Utilization
  • Weekly work audit of each team to drive continuous improvement. This includes the review of:
  • Rep Scorecard to find ways we can drive individual and team performance towards established goals.
  • QA scorecard to ensure our teams are adhering to correct processes and executing on professional call quality with customers

  • Ability to clearly communicate and disseminate new SOP's to Scheduling Professionals 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 within the Scheduling department.
  • Empower team members to achieve goals by providing resources, training, responsibility and authority

  • Weekly sync with field leaders to discuss and collaborate on joint initiatives (broken promises, white space, reschedules, escalations, etc.)
  • Partner 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 as well as needs of field
  • 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.
  • Lead or assist with projects and successfully complete each task within an assigned deadline

Who you will work with:

Scheduling zone managers

Click Manager

Field directors

RM's

FSM's

DTH

back office leaders of different orgs (CX, CL, NIS, AMI, Etc.)

Why Vivint:

  • Paid holidays and flexible paid time away
  • Your choice between Mac or PC
  • Employee pricing on smart home products
  • Casual dress code
  • Onsite gym, gaming tables across our campus
  • Onsite health clinic
  • Medical/dental/vision/life coverage

What We Stand For:

Honesty and Integrity Come First

Do the right thing

Customer Obsession is Our Advantage

A relentless passion to serve the customer

Innovation is Essential

Today's innovation is tomorrow's lifeblood

We Win Together

Individuals win games: teams win championships

Exceptional is Expected

Talk is cheap: create value, not just motion

We Give Back

Helping people is core to our DNA

Find out more about what it's like to work here:

http://archive.sltrib.com/article.php?id=5360131&itype=CMSID

https://www.fastcompany.com/3067476/why-vivint-smart-home-is-one-of-the-most-innovative-companies-of-2

https://www.vivint.com/company/careers/culture

WORKING CONDITIONS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

SAFETY:

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

Keywords: Vivint Smart Home, Inc., Provo , Manager 1 - Zone Scheduling Manager, Other , Provo, Utah

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