United Rentals Workforce Management Administrator - Hybrid Schedule in Charlotte, North Carolina
Great company. Great people. Great opportunities.
As a Workforce Management Administrator at United Rentals, you will be responsible in proactively monitoring, managing, and communicating intraday Customer Care Center performance in support of customer expectations and team goals.
If you would enjoy the chance to make your mark with the world’s largest equipment rental provider, consider a future with United Rentals. We'll provide the tools, the technology and the support you need to do the job right. You will also be supported by a strong management team that will help you achieve your goals.
Additional duties include the following:
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
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
At United Rentals, the largest equipment rental company, we believe that it takes great employees to build a great organization – and we’re passionate about helping our people grow professionally and embrace teamwork in everything they do. Our culture is based on our corporate values and centers on mutual respect, job satisfaction, diversity and a shared responsibility to build a better future.
What's in it for you?
U.S. Full Time roles : Best in class benefits offering includes medical, dental, vision, flex spending and health savings accounts; 401(k) retirement with company match; life and disability insurance; and paid time off including sick, vacation, holidays, and paid parental leave. Comprehensive training and development and career growth opportunities.
U.S. Non-Full Time roles: Benefits offering includes 401(k) retirement with company match; paid time off including sick, vacation and holidays; and comprehensive training and development and career growth opportunities.
Canada: Best in class benefits package which includes medical, dental & vision, RRSP/DPSP*, paid time off, comprehensive training and development, and career growth opportunities.
*Offered for full time roles, non-full time eligibility in select provinces.
United Rentals, Inc. is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.