Analysis Skills, Call Centers, Call Volume, Communication Skills, Computer Skills, Customer Support/Service, Equipment Rentals, Forecasting, Identify Issues, Leadership, Microsoft Excel, Multitasking, Organizational Skills, Problem Solving Skills, Rentals, Resource Utilization, Team Player, Technical Support, Time Management, Trend Analysis, Workforce Management, Writing Skills
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 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, 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
Why join us?
We don't just "talk the talk!" We're an award-winning company (recently named a Glassdoor Best Place to Work in 2026) that truly cares about our people - That's why we offer best-in-class benefits and perks that will support you and your family. In addition to our health and financial plans, we also offer:
- 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
- An inclusive and welcoming culture
Explore our comprehensive U.S. benefit offerings
For Canadian benefits, click here
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 careers@ur.com for assistance.
At United Rentals, we proudly hire 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 rewardingcareer.
United Rentals consists of a wide variety of roles with different duties and responsibilities. The actual pay rate offered to candidates varies depending upon a wide range of factors including specific position, location, education, training, experience, skills, and ability.U
United Rentals
Founded in 1997, United Rentals is the largest equipment rental company in the world, with a store network nearly three times the size of any other provider, and locations in 49 states and 10 Canadian provinces.
Building a better future is our commitment to the people and communities we serve.
United Rentals, Inc. is the largest equipment rental company in the world. The company has an integrated network of 1,186 rental locations in North America and 11 in Europe. In North America, the company operates in 49 states and every Canadian province. The company’s approximately 18,500 employees serve construction and industrial customers, utilities, municipalities, homeowners and others. The company offers approximately 3,800 classes of equipment for rent with a total original cost of $14.18 billion. United Rentals is a member of the Standard & Poor’s 500 Index, the Barron’s 400 Index and the Russell 3000 Index® and is headquartered in Stamford, Conn. Additional information about United Rentals is available at unitedrentals.com.
Our Customers
Our diverse customer base includes construction and industrial companies, utilities, municipalities, government agencies and independent contractors. Most of our customers align with three categories: approximately 50% are non-construction, such as industrial; 46% are non-residential construction; and 4% are residential. We provide every customer with access to the best people, equipment and solutions in the industry.
Our Mission
Deploy the best people, equipment and solutions to enable our customers to safely build a better and stronger future.
Our Values
Safety First
Act, and require others to act, in a manner that puts the safety of our employees, customers and communities first.
A Passion For People
Build a diverse workplace that challenges all employees to grow professionally and embrace teamwork.
Visible Leadership
Lead by example in every business decision and action, with a sense of humility and responsibility.
Customer-Driven
Support the best interests of our customers and develop better ways for them to succeed at their jobs.
Absolute Integrity
Always do the right thing, honor commitments and ensure appropriate corporate governance.
Community-Minded
Be an outstanding corporate citizen and a good neighbor in every sense by being helpful, respectful, law-abiding and friendly.
Continuous Innovation
Contribute to a culture of innovative thinking that empowers employees to improve quality, efficiency and customer service.
Sustainability
Engage in practices that lead to positive change by encouraging social accountability and environmental responsibility.
10,000 employees or more
http://www.unitedrentals.com