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Administrative Assistant/Realtime Coordinator

We are seeking a Real Time Coordinator to work within the Workforce Management department of the U-Haul Contact Center. This position supports the contact center by providing real time support with the rest of our workforce management team. This includes scheduling, attendance, skilling, analysis, reporting, and some administrative duties. If you’re a team player who can take initiative and work well with others, then this may be the position for you!

There are both full time and part time options available. The U-Haul contact center is open 24/7 including Holidays.  The real time coordinator team is responsible for covering the full operation.  Schedule requirements are later afternoon, evenings, and weekends.  One weekend day required. 

The Real Time Coordinator responsibilities include, but are not limited to:

  • Maintenance of the U-Haul Contact Center attendance voicemail and subsequent documentation and communication to leadership team.

  • Collaboration with the forecasting team to assist with entry of pre-planned and unplanned time off events to agent schedules using Verint Workforce Management software.

  • Conduct research, collect, and analyze data to prepare reports including the creation and maintenance of Microsoft Excel spreadsheets.

  • Timely handling of leadership and/or agent requests received through multiple Microsoft Outlook email inboxes.

  • Answering real time phone calls for non-ACD (non-800) phone lines. Distribute incoming calls accordingly and take phone messages.

  • Real time monitoring of all contact center queues, agent phone activity, and agent schedule adherence using intraday reporting.

  • Skilling adjustments and/or maneuvering personnel to maintain departmental productivity using Cisco.

  • Administrative duties and additional workload as needed by Real Time Manager and/or Workforce Management leadership.

Interested individuals should have the following qualities:

  • Strong attention to detail and proficient sense of urgency

  • Ability to effectively handle multiple tasks in a fast-paced environment

  • Excellent verbal and written communication skills

  • Must be self-motivated, supportive and have a positive disposition

  • Strong computer skills including Microsoft Office (Outlook, Word, Excel), Verint or similar Workforce Management application, Cisco

  • Possess courteous and professional phone skills with ability to handle multi-line phone systems

  • Demonstrate ability to analyze data and decision-making that implement effective resolutions.

  • 6 months of experience in a Contact Center environment with exposure to Workforce Management preferred

Perks of joining the U-Haul fleet:

Get your career moving with a company that empowers team members to be the healthiest version of themselves! We provide robust wellness benefits, events, and resources to help team members become the happiest and healthiest they can be.
Here are just some of the programs U-Haul has available:

  • Full Medical coverage

  • New indoor fitness gym

  • Onsite medical clinic for you and your family

  • Career stability

  • Opportunities for advancement

  • Valuable on-the-job training

  • Prescription plans

  • Dental & Vision Plans

  • Business and travel insurance

  • YouMatter Employee Assistance Program

  • Paid holidays, vacation, and sick days 

  • Employee Stock Ownership Plan (ESOP)

  • 401(k) Savings Plan

  • Life insurance

  • Critical Illness/Group Accident

  • 24-hour physician available for kids

  • Subsidized gym/ membership

  • MetLaw Legal program

  • MetLife auto and home insurance

  • Discounts on cell phone plans, hotels, and more

  • LifeLock identity Theft

  • Tuition reimbursement program

  • Free online courses for personal and professional development at U-Haul University

  • Savvy consumer wellness programs- from health care tips to financial wellness

  • U-Haul federal credit union

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.