Workforce Real Time Coordinator

Public Storage is recognized as one of America’s Best Large Employers in 2022 by Forbes and our employees have also voted us as a Great Place to Work, having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

With more than 2,800 locations nationwide, Public Storage is the leader in the self-storage industry, and given our number of tenants, we may very well be the world's largest landlord. We've experienced unprecedented growth over the past four decades, and it's in no small part due to the dedicated team that has helped us become an S&P 500 industry leader, the country's largest real estate investment trust (REIT), and the most recognizable name in self-storage.

Public Storage has an immediate opening for a Workforce Real Time Coordinator. In this role, you will work as part of the Workforce Management Team and be one of our Real Time Coordinators who manage call queues and staffing intra-day, utilizing NICE IEX Workforce Management technology. 

This is a remote, work from home based position. 

Responsiblities

• Monitor and manage key call center operating metrics from multiple channels on quarter-hour, hourly and daily interval levels. 
• Adjust intra-day staffing schedules to meet service level targets.
• Monitor record and escalate real-time schedule adherence impact to management.
• Provide workforce performance feedback on a regular basis to call center leadership.
• Assist with the integration and implementation of new call center technologies. 
• Thrive as a team player in a fast-paced, high energy, change-oriented environment
• During service interruptions, contact call center management and IT teams and, when required, interface with phone vendor regarding problem solving. Document business impact and communicate with Management.
• Manage staff allocation changes during unexpected events (fire alarm, Telecom issues) to ensure service level target.
• Prepare timely daily, weekly and monthly performance reports to call center management team.

• A minimum of 1 year of Workforce administration - real time experience in a Call Center environment.
• Experience with call center workforce management software applications required with preference to NICE (formerly IEX) and NICE InContact/Ring Central Call Center.
• Experience in multi-channel queue management (call/emails/CHAT) preferable.

KNOWLEDGE SKILLS AND ABILITIES

• Experience in multi-channel queue management (call/emails/CHAT) preferable.
• Strong organizational, planning, analytical and time management skills.
• Strong PC skills required, including Word and Excel.
• Ability to work and respond with minimal direction and supervision.
• Knowledge of automated call distribution systems and call routing preferred.
• Strong written and verbal communication skills with all levels of staff.
• Proven ability to handle multiple priorities in a fast paced changing work environment.
• Strong problem solving skills and quick identification of trends to resolve issues.
• Ability to foster a strong team environment by building positive relationships with call center agents and Supervisors
• Ability to be proactive and consistently meet deadlines 
• High reliability
• Flexibility to adapt to variable schedules to cover Call Center hours of operations including weekend.

Public Storage offers competitive compensation program, in addition to medical, dental, vision, life, LTD, STD, AD&D, 401(k) with company matching, FSAs for healthcare and dependent care. Public Storage is an equal opportunity employer.

All your information will be kept confidential according to EEO guidelines.

Relocation assistance is not available for this role.