Workforce Management Administrator

Job description

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 achie...