At Extra Space Storage, if it matters to you, it matters to us! It is an exciting time to be at Extra Space Storage! We got our start in 1977. Today we are a New York Stock Exchange-traded company leading the self-storage industry in more ways than one. But to maintain this lead, we need exceptionally motivated, capable, and driven people like you. We offer a fast-paced collaborative environment where each of us directly contributes to the company’s success. Come join us and find out why so many of our employees recommend us as a great place to work.
We are looking for a Workforce Administrator to assist in supporting our National Solutions Center. This position will be responsible for helping manage the day-to-day operation of the NSC by maximizing resources to ensure the right number of agents are in the right place at the right time. This position requires the ability to demonstrate excellent communication skills within all levels of the organization.
Requirements
- 2 years of call center experience
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Ability to work nights and weekends- The shift for this position will be 11:30am-8:00pm during the week
- Required to work the 3rd Saturday of every month.
- Previous Workforce Management experience preferred
- Strong knowledge of MS Office software
- Demonstrated analytical and communication skills
- Ability to independently prioritize tasks and job duties as needed
Responsibilities
- 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
- Handle escalated customer situations
- Assist in management of facilities
- Other duties as assigned
If you are a current Extra Space employee, please apply through the "Find Internal Career Openings" in Workday.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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