Workforce Management Administrator_
Charlotte
**_Great company. Great people. Great opportunities._**
If you’d like the chance to make your mark with the world’s largest equipment rental provider, **come build your future with United Rentals!**
As a **Workforce Management Administrator** , you will be our expert in proactively monitoring, managing, and communicating intraday Customer Care Center performance in support of customer expectations and team goals. We'll provide the tools, the technology and the support you need to do the job right. Our dedicated management team is committed to helping you achieve your career goals.
**What You'll Do:**
+ Monitor and respond to Real Time Adherence, queue activity, and service levels
+ Analyze intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
+ Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis
+ Establish and maintain communications channels regarding events that impact Customer Care Center performance and workload
+ Communicate necessary adjustments to staffing based on changing/dynamic forecasts
+ Collaborate with Customer Care Center staff to identify opportunities for improvement of resource utilization and to achieve service goals
+ Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times
+ Support scheduling off phone activities and development opportunities for agents
+ Triage agent IT issues and help with user training
+ Other duties assigned as needed
**Requirements:**
+ High School diploma or equivalent combination of education and experience
+ Minimum 2 years' experience in a contact center
+ Minimum 1 year experience in a WFM or WFM related role
+ Strong analytical, communication, and organizational skills
+ Work well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information
+ Maintain positive interactions with internal management and staff
+ Work well with minimal supervision and with some latitude for self-directed action
+ Professional verbal, written, and remote communication skills
+ Strong computer skills (excel, troubleshooting, finesse, etc.)
+ Team player, works well with remote teammates and remote supervision
+ Strong reliability and customer service skills
+ Knowledge of product and equipment usage and applications
**_Why join us?_**
We don’t just “talk the talk!” We’re an award-winning company (recently named a Glassdoor Best Place to Work in 2023) that truly cares about our people - That’s why we offer best-in-class benefits and perks that will support you and your family. In addition to our health and financial plans, we also offer:
+ Paid Parental Leave
+ United Compassion Fund (nitedrentals.com/creative/culture)
+ Employee Discount Program
+ Career Development & Promotional Opportunities
+ Additional Vacation Buy Up Program (US Only)
+ Early Wage Access through Payactiv (US Hourly Only)
+ Paid Sick Leave
+ An inclusive and welcoming culture (nitedrentals.com/creative/diversity)
Learn more about our full US benefit offerings (om/) here.
Mutual respect for the dignity and fundamental rights of all persons defines our culture. United Rentals, Inc. is an Equal Opportunity Employer and makes employment decisions regardless of race, color, religion, sex, national origin, age, genetic information, citizenship status, veteran status, sexual orientation, gender identity, disability, or any other status protected by law. If you need a reasonable accommodation at any point of the application process, please email [email protected] for assistance.
United Rentals consists of a wide variety of roles with different duties and responsibilities. The actual pay rate offered to candidates varies depending upon a wide range of factors including specific position, education, training, experience, skills, and ability.