Workforce Management Administrator

As a Workforce Management Administrator, you will proactively monitor, manage, and communicate intraday Customer Care Center performance in support of customer expectations and team 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, 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 Benefits Paid Parental Leave United Compassion Fund 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 Equal Opportunity 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 View email address on click.appcast.io for assistance. United Rentals proudly hires active‑duty members, veterans, reservists, and their families. The values that define your service—leadership, discipline, integrity, and teamwork—are the same values that drive our success. With many veterans already part of our team, we’re ready to help you transition into a rewarding career. #J-18808-Ljbffr 0010 United Rentals, Inc.