Workforce services supervisor job description

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 Supervisor to assist in supporting our National Solutions Center (NSC), which is the customer contact center at Extra Space. This position will be responsible for helping manage and support the Workforce Administrators and their role on the day-to-day operation of the NSC. This position requires the ability to demonstrate excellent communication skills with all levels of the organization.
Requirements

* 2 years of call center experience
* 2 years or more of leadership experience, including managing direct reports
* Availability on weekends (works on some weekends)
* Previous Workforce Management experience preferred
* Previous experience in use/configuration of a Workforce Management platform (Aspect/Alvaria preferred)
* Strong knowledge of MS Office software
* Demonstrated analytical and communication skills
* Ability to independently prioritize tasks and job duties as needed
* Ability to delegate

Responsibilities

* Supervise a team of Workforce Administrators managing Real Time call volume and staffing needs
* Coach and train employees, both initially and ongoing, and provides feedback for continual improvement.
* Ensuring Service Level Agreement goals are being achieved daily
* Ensuring Workforce Administrators are completing their day-to-day duties
* Assists in onboarding new hires
* Supervises and oversees day-to-day operations
* Manage and delegate real time adjustments to scheduling, adjusting staffing coverage (extra hours or unpaid time off), and other related projects
* Manage multiple Microsoft Teams channels
* Communicate with agents, supervisors, center leaders through multiple platforms
* Resolves personnel issues and escalates to proper administration as needed
* Assists with special projects and other duties as needed
* Manages and approves Workforce Administrator payroll.

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.

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing **your life's best work.(sm)**

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
**Primary Responsibilities:**

+ Lead a team of analysts to effectively plan for, and direct, the right people to be in the right place at the right time

+ Successfully schedule appropriately skilled resources to process multiple work types / transactions to meet the required service levels

+ Effective data analysis, detection, and communication of trends, anomalies, and root cause of variance. Development and execution of inventory management solutions to positively react to performance that is, or may be trending toward being, out of control

+ Effective communication with Workforce Planning and Operations to provide the daily plan / strategy to Operations. Intra - day management of Operations through data analysis to consider volumes and aged completion commitments against capacity to identify if roadblocks or bottlenecks are in existence

+ Immediate reaction to these situations through collaboration with Operations team leaders and other Workforce Management partners

+ Supervise and lead a staff of Workforce Analysts to achieve stated organization goals

+ Foster teamwork and drive employee engagement

+ Identify development needs and provide opportunities for growth

+ Monitor KMIs (Inventory projections, performance guarantees, and overtime budget, etc.) to ensure they are met or exceeded, through daily / weekly / monthly work direction, forecasting, planning and analytics

+ Assist Partners in preparing talking points and remediation plans for any misses

+ Escalate roadblocks, holds, aged inventory etc. that would be impacting the inventory

+ Ensure appropriate capacity is assigned to complete all inventory as it relates to assigned policies including specialty processing through partnering with leadership, training, and planning

+ Drive efficiency throughout the Operations by using workforce management tools and disciplines

+ Be a Trusted Advisor measured by achieving a high level of site satisfaction with workforce management, inventory, and capacity related services

+ Effectively communicate (written, verbal and PowerPoint) site performance metrics and remediation plans to all levels of Leadership

+ Ensure workflow direction is adhered to (audit work router profiles, follow - up with Ops leadership for adherence, etc.)

+ Participate in local / national project teams as subject matter experts to improve efficiency across the organization

+ Lead innovation through collaboration within Workforce Planning & Management and Operations

+ Ensure usage of efficiency tools (COE Toolkit) by providing training and support to Operations and Workforce staff

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

**Required Qualifications:**

+ Associate's degree or 2+ years of experience in workforce management or forecasting and planning

+ 2+ years of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions

+ 2+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution

+ 1+ years of experience with either back-office or call center transaction and production tracking applications

+ 1+ years of experience leading a team, initiative, or project

+ Intermediate level proficiency in MS Word and MS PowerPoint

+ Ability to work a flexible schedule as needed for infrequent occasions, including early hours, weekends, and holidays

**Preferred Qualifications:**

+ Experience communicating with, and presenting to, VPs and Directors to provide performance status and recommendations as well as collaborate for solutions

+ Experience in capacity modeling, six sigma/process improvement, or project management

+ Experience with MS Access with the ability to understand queries

+ Experience maintaining an automated work routing application in a back-office environment, i.e. enterprise work router

+ Experience in the healthcare industry with products and services

+ Excellent verbal and written communication skills, including proven ability to effectively present data and trend analysis, work direction, concerns regarding performance, action plans, solutions and opportunities

_To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment_

**Careers with UnitedHealthcare** . Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do **your life's best work.(sm)**

**Colorado, Connecticut or Nevada Residents Only:** The salary range for Colorado residents is $54,400 to $97,000. The salary range for Connecticut / Nevada residents is $60,000 to $106,700. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

_Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law._

_UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment._