Great company. Great people. Great opportunities.

　　As a VOIP Analyst with United Rentals, you will be responsible for optimizing multiple digital platforms for all aspects of the Customer Care Center. You’ll work closely with leadership, provide guidance and support for all technological functions in the Center. This will include but not limited to, configuring data communication systems as well as identifying areas of opportunity to improve efficiencies and provide ongoing support. You will also create synergies among the entire Center using technology as the bridge to consistently and systematically improve the center’s productivity.

　　If you would enjoy the chance to make your mark with the world’s largest equipment rental provider, consider a future with United Rentals. We'll provide the tools, the technology and the support you need to do the job right. You will also be supported by a strong management team that will help you achieve your goals.

　　Additional duties include the following:

　　Take ownership of specific organizational initiatives as appropriate and drive results via driving adoption and implementation of strategic projects within the organization

　　Manage vendors to ensure agreed upon scope, deliverables, and service level agreements

　　Manage cross team dependencies, and coordinate cross-team initiatives to address issues

　　Establish quality and performance targets

　　Create new agent phones within a Cisco Hosted Collaboration Environment

　　Work with the Customer Care Center leadership to manage and update environment

　　Act as liaison for all IT projects between Customer Care Center leadership and IT

　　Assign and Manage UCCE Precision Queues to maximize efficiency and effectiveness

　　Coordinate UAT for any future releases and enhancements

　　Be the single point of contact for UR and provide PM services for any future releases or enhancements

　　Assist with day to day technical issues with the Cisco collaboration environment

　　Own the daily management of the Hoopla employee engagement system

　　Create and manage system user profiles including access limitations and display settings

　　Other duties assigned as needed

　　Job Requirements:

　　Bachelor’s degree required in Business Administration, Computer Science, Analytics, or related field preferred

　　Superior data analytic skills and other statistical techniques (correlation, cluster, multivariate)

　　PMP certification

　　High level of proficiency within Excel/ Access or similar tools

　　Calabrio, Cognos, and Tableau experience desirable

　　CCNA certification preferred

　　CompTIA Network+ certification preferred

　　Ability to work in a fast-paced, dynamic environment

　　Strong influencing and internal customer service skills; intermediate presentation skills

　　Must be able to effectively manage multiple high profile projects at one time

　　Proficiency with the analysis of contact service operations, VoIP call workflows, and a deep knowledge of a branded VoIP system such as Cisco, TalkDesk, Five9, NICE etc.

　　Why join us?

　　We don’t just “talk the talk!” We’re an award-winning company (recently named a Glassdoor Best Place to Work in 2023) that truly cares about our people - That’s why we offer best-in-class benefits and perks that will support you and your family. In addition to our health and financial plans, we also offer:

　　Paid Parental Leave

　　United Compassion Fund (http://jobs.unitedrentals.com/creative/culture)

　　Employee Discount Program

　　Career Development & Promotional Opportunities

　　Additional Vacation Buy Up Program (US Only)

　　Early Wage Access through Payactiv (US Hourly Only)

　　Paid Sick Leave

　　An inclusive and welcoming culture (http://jobs.unitedrentals.com/creative/diversity)

　　Learn more about our full US benefit offerings (http://unitedrentalsbenefits.com/) here.

　　Mutual respect for the dignity and fundamental rights of all persons defines our culture. United Rentals, Inc. is an Equal Opportunity Employer and makes employment decisions regardless of race, color, religion, sex, national origin, age, genetic information, citizenship status, veteran status, sexual orientation, gender identity, disability, or any other status protected by law. If you need a reasonable accommodation at any point of the application process, please email [email protected] for assistance.

　　United Rentals consists of a wide variety of roles with different duties and responsibilities. The actual pay rate offered to candidates varies depending upon a wide range of factors including specific position, education, training, experience, skills, and ability.