Real Time Coordinator

Tractor Supply Company • Brentwood, TN

29d • Hybrid

About The Position

This position will support the ongoing success of Tractor Supply’s Customer Solutions Center by ensuring that the service level agreements for various programs are met through the monitoring of real-time events that impact transaction volume across all channels (voice, email, and chat), service levels, etc. The Real Time Coordinator will handle duties that support intra-day management of the Customer Solutions Center resources.

Requirements

• 1+ years contact center experience.
• Bachelor’s degree from an accredited college or university preferred. Any suitable combination of education and experience will be considered.

Nice To Haves

• Real Time Workforce experience preferred.
• Exhibit ability to work in a fast-paced environment.
• Strong organizational and coordination skills.
• Strong attention to detail and ability to take initiative to resolve immediate or urgent problems.
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity, both orally and in writing.
• Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment.

Responsibilities

• Manage intra-day resource allocation, skills availability, and Team Member distribution to meet service level goals utilizing appropriate systems and software.
• Manage the volume across all channels (voice, email, and chat), handle times, service levels, headcount, non-phone work, and other statistics to ensure the appropriate number of Team Members are available to meet Contact Center performance goals.
• Administers time and attendance of employees, to ensure adherence to schedule accuracy.
• Process schedule and time adjustment requests.
• Work cross-functionally with the leadership team to analyze and help improve our efficiency and department expectations.
• Communicate with leadership about any issues that may cause service level instability.
• Ensure appropriate interactions with front line team members, cross-functional team members and other key partners, are appropriately documented, addressed and communicated.
• Schedule training sessions based on TM schedules, lunches, breaks, etc.
• Adhere to department policies and procedures.
• Assist with project and other duties as requested or assigned.

Benefits

• comprehensive and accessible total reward package
• meaningful, competitive, and sustainable benefits that support their well-being today and in the future
• medical coverage
• dental coverage
• vision coverage
• company-paid life insurance
• company-paid disability insurance
• paid parental leave
• tuition reimbursement
• family planning resources such as adoption and surrogacy assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level