VOIP Analyst

Great company. Great people. Great opportunities.

If you’d like the chance to make your mark with the world’s largest equipment rental provider, come build your future with United Rentals!

As a VOIP Analyst, 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.

What you'll do:

• 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

Requirements:

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

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

• PMP certification

• High level of proficiency within Excel/ Access or similar tools; intermediate presentation skills

• Ability to work in a fast-paced, dynamic environment

• Strong influencing and internal customer service skills

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

• Calabrio, Cognos, and Tableau experience desirable

• CCNA certification, CompTIA Network+ certification preferred

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

• 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

Learn more about our full US benefit offerings 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.