WorkForce Administrator - Salt Lake City/Remote

Extra Space Storage•Midvale, UT

3d•Hybrid

About The Position

The Workforce Administrator is responsible for helping manage the day-to-day operation of the NSC by maximizing resources to ensure the right number of agents are in the right place at the right time. This position requires the ability to demonstrate excellent communication skills with all levels of the organization.

Requirements

Ability to work nights and weekends as needed
Demonstrated analytical and communication skills
Ability to independently prioritize tasks and job duties as needed
Strong understanding of NSC operating standards and procedures required
Advanced knowledge of Microsoft Office applications with emphasis on Excel

Nice To Haves

2+ year’s experience in a multi-channel contact center preferred
Previous Workforce Management experience preferred but not required

Responsibilities

Ensuring Service Level Agreement goals are being achieved daily
Ensuring all agents are following scheduled activities
Monitoring call volume throughout the day and making changes to scheduled activities as needed
Updating agent schedules in real time to account for ad hoc needs or absenteeism
Understand staffing coverage and offer Extra Time or Unpaid Time Off as needed
Assists in onboarding new hires
Assist with remote employee processes (sending policies, return labels, tracking of equipment)
Work with center leaders to determine trends in agent behaviors/call volume and help determine appropriate action plans.
Communicate with agents, supervisors, center leaders through multiple platforms
Manage multiple Teams channels
Assist in answering agent questions, from technical issues to policy and procedure topics
Assist in management of facilities
Other duties as assigned