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WorkForce Administrator
Extra Space StorageWorkForce Administrator overseeing agent scheduling and performance in contact center operations for Extra Space Storage. Ensure efficient resource management and effective communication with team members.
About the role
Key responsibilities & impact- Ensuring Service Level Agreement goals are being achieved daily
- Ensuring all agents are following scheduled activities
- Monitoring call volume throughout the day and making changes to scheduled activities as needed
- Updating agent schedules in real time to account for ad hoc needs or absenteeism
- Understand staffing coverage and offer Extra Time or Unpaid Time Off as needed
- Assists in onboarding new hires
- Assist with remote employee processes (sending policies, return labels, tracking of equipment)
- Work with center leaders to determine trends in agent behaviors/call volume and help determine appropriate action plans.
- Communicate with agents, supervisors, center leaders through multiple platforms
- Manage multiple Teams channels
- Assist in answering agent questions, from technical issues to policy and procedure topics
- Assist in management of facilities
- Other duties as assigned
Requirements
What you’ll need- High School Diploma or GED or equivalent required; Associates Degree or greater strongly preferred
- 2+ year’s experience in a multi-channel contact center preferred
- Strong understanding of NSC operating standards and procedures required
- Advanced knowledge of Microsoft Office applications with emphasis on Excel
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft OfficeExcelmulti-channel contact center experiencestaffing coverage managementagent schedulingonboarding processescall volume monitoringtrend analysistechnical issue resolutionpolicy and procedure knowledge
Soft Skills
communicationorganizationalleadershipproblem-solvingadaptabilityteam managementinterpersonaltime managementattention to detailcustomer service
Certifications
High School DiplomaGEDAssociates Degree