Real Time Specialist

Zoro Tools • Janesville, WI

324d • $48,800 - $81,400

About The Position

Zoro is an eCommerce company that's on a mission to help business owners get everything they need to run their businesses and thrive-from office supplies to power tools. But we're way more than a website. We're a team of great people with an award-winning culture. Check us out and see for yourself!

Requirements

• Ability to work core business hours in Central Time zone starting as early as 12:30 pm and ending as late as 9:00 pm.
• The position requires a High School diploma or equivalent, Bachelor's degree is preferred.
• 1-3 years experience within WFM, scheduling, management, or customer service center environment.
• Working knowledge or ability to learn Workforce Management Systems, including Verint, Aspect, Genesys, Calabrio.
• Proficiency in GSuite programs including Excel, Google Sheets, Slides, Docs, and Gmail.
• Excellent organization skills, time management, confidentiality, and high attention to detail. Must be proactive, able to multitask, and work with little or no supervision.
• Effective communicator; comfortable interacting with peers, leadership, and internal partners in a professional manner in person and via written communication.

Nice To Haves

• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Ability to do a root-cause analysis as it relates to real-time management.
• Ability to make sound decisions quickly in a fast-paced work environment.
• Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Excellent verbal and written skills; high accuracy of work; fosters open two-way communication.
• Excellent basic math skills (addition, subtraction, division).
• Be a problem solver; highly organized; works independently as well as with a team.

Responsibilities

• Assists in ensuring staffing levels are appropriate for projected work volumes across assigned Service Centers. Accuracy is critical in this role.
• Provide recommendations for reallocating staffing resources to adjust for volumes that are outside the projections.
• Communicates and educates agents on scheduling/forecasting and software information as related to service level management.
• Analyzes adherence and makes appropriate decisions to reduce future variation in the customer experience.
• Communicates efficiently and effectively to leadership for adherence related issues and service level changes.
• Assists in approval of paid time off to ensure staffing levels are in alignment with Service Level commitments.
• Reports key statistics and trends to management regularly.
• Receive on-the-fly communications, determine the impact to Service Level, and work with management to fill any schedule gaps.
• Make staffing schedule decisions after analyzing trends and patterns of service level goals.
• Train new hires and all employees to understand scheduling and service levels.

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED