Workforce Management Administrator

University of Richmond•Charlotte, NC

1d•Remote

About The Position

As a Workforce Management Administrator, you will be the expert in proactively monitoring, managing, and communicating intraday Customer Care Center performance in support of customer expectations and team goals. United Rentals provides the tools, technology, and support needed to do the job right, and their dedicated management team is committed to helping you achieve your career goals.

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

Responsibilities

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