The Team You Will Be Joining

• Industry-leading rental and infrastructure support organization serving construction, industrial, utilities, municipalities, and commercial customers across North America
• Large-scale enterprise environment with thousands of employees and a significant nationwide operational footprint
• Customer Experience and Customer Care organization focused on operational excellence, responsiveness, and service delivery
• Collaborative support team environment partnering closely with operations leadership, trainers, customer care leaders, and workforce planning professionals
• Fast-paced, high-volume customer support operation where workforce management plays a critical role in customer satisfaction and operational performance
• Leadership team committed to employee development, internal mobility, and long-term career growth opportunities
• Award-winning organization recognized for culture, employee engagement, and career advancement opportunities

• Opportunity to join a growing Customer Experience support function with strong visibility across operations leadership
• Collaborative team environment focused on operational efficiency, continuous improvement, and employee support
• Exposure to workforce management strategy, real-time operations, forecasting, staffing optimization, and customer service analytics
• Stable organization with strong market leadership, long-term growth, and internal promotion opportunities
• Comprehensive benefits package including healthcare, retirement programs, paid parental leave, additional PTO options, and employee assistance programs
• Team-oriented culture that values accountability, communication, and professional growth
• Ability to build highly transferable operations and workforce management experience within a sophisticated enterprise environment

• Acts as the real-time operational “air traffic controller” for Customer Care performance, staffing alignment, and service level management
• Responsible for proactively monitoring queue activity, agent adherence, call volume trends, and operational performance throughout the day
• Helps ensure customers receive timely support by making intraday staffing adjustments based on changing business demand
• Partners with leadership teams to improve workforce utilization, scheduling efficiency, and operational responsiveness
• Supports customer care agents through schedule management, off-phone activity coordination, troubleshooting, and operational communication
• Plays a key role in maintaining customer satisfaction, operational efficiency, and overall service delivery performance
• Provides critical operational insight through reporting, analytics, workforce planning support, and trend analysis

• Experience within a contact center, customer support, workforce management, scheduling, dispatch, or operations support environment
• Prior experience in Workforce Management (WFM), Real-Time Analyst (RTA), scheduling coordination, or similar operational support functions preferred
• Strong analytical and organizational skills with the ability to multitask in fast-paced, high-volume environments
• Comfortable interpreting operational metrics, queue performance, staffing trends, and service level data to support decision-making
• Strong communication skills with the ability to collaborate across leadership teams, frontline agents, and remote employees
• Ability to remain calm and solution-oriented while managing changing priorities, interruptions, and time-sensitive operational issues
• Technical proficiency with Excel, workforce management systems, customer care technologies, or reporting platforms preferred
• Reliable, detail-oriented, and proactive professional who works well independently while supporting broader team objectives
• #Onsite
• LI-KJ1