Job Ad Summary
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 Scheduling Analyst to assist in supporting our National Solutions Center. This position will be responsible for managing available resources to ensure staffing needs are fulfilled throughout every day of the week, all intervals of the day, in both our Sales and Service departments. This position requires the ability to demonstrate excellent communication skills within all levels of the organization.
Requirements
- 1+ year’s Workforce Management experience in a multimedia call center operation
- Internal NSC applicants must have a minimum of 6 months of employment & must be meeting KPI's.
- Solid working and technical knowledge contact center products and services
- Previous experience with Alvaria/Aspect WFM as well as Nice InContact software preferred
- Strong knowledge of MS Office software
- Demonstrated analytical and communication skills
- Ability to independently prioritize tasks and job duties as needed
- Good organizational/time management skills
Responsibilities
- Forecasts daily/interval level distribution of contact volume, AHT & staffing requirements
- Responsible for maintaining all elements in current scheduling system
- Identifies issues and opportunities to improve existing plans for daily and interval ranges
- Responsible for managing schedules across all departments (Sales, Service, Non-Phone)
- Creating and conducting shift bids every 3 months
- Reviews scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.
- Reviews and approve vacation requests to meet business objectives, employee requirements
- Performs regular variance analysis on their given scheduling group(s) (plan vs. plan and plan vs. actual)
- Management of agents in scheduling system through adding in new employees, department changes and post-employment
- Determine optimal times for all off phone activities (coaching, ongoing training, team huddles, mentoring, etc) and add tracking to agent schedules.
- Serving as point of contact for schedule related questions from agents, leadership, and stakeholders
- Provides analysis of key metrics and trends including but not limited to; volume, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency.
If you are a current Extra Space employee, please apply through Jobs Hub 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.
What We Do
Extra Space Storage offers climate-controlled, self storage units located all over the U.S
It’s not easy being stuck in a job. Join a company that cares about you.
We’re listed on multiple “Best Places to Work” awards (including Forbes, Glassdoor). We’re an S&P 500 company that hasn’t stopped growing since our founding in 1977. Self-storage is our product, helping people is our passion.
Grow with us.
