Real Time Specialist

Zoro • Chicago, IL

6d • $48,800 - $81,400 • Hybrid

About The Position

Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we’re just getting started!

At Zoro, we don’t just follow a playbook—we help build it. You’ll get to work on real problems with a supportive team that shares ideas freely, learns from each other, and celebrates wins together. Our culture is grounded in values that guide how we show up every day: Winning & Learning Together, Being Customer Obsessed, Being Transparent, and Taking Ownership. We don’t have all the answers, but we’re always asking good questions.

Zoro’s culture has been recognized by Fortune, Best Places to Work, and Built In Chicago—but the recognition we care about most comes from our team members, who make this place what it is.

We also know that flexibility matters. Our hybrid work model gives you space to focus and the flexibility to live your life — asking team members to be onsite at least two days a week. Our Chicago HQ (right above Ogilvie Transportation Center in the Accenture Tower) is always open and ready for connection, collaboration, or just a good cup of coffee.

At Zoro, we’re growing fast toward big aspirations — and we’re continuously excited about the new challenges we get to solve together.

Requirements

• Ability to work core business hours in Central Time zone starting as early as 6:00 am. Schedule is subject to change based on support needs.
• 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.
• 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
• 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. We also support growing your family through access to adoption assistance program
• 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
• At least 18 paid time off days annually for full-time employees and 6 company holidays per year
• 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
• Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
• Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
• Employee discounts and admission to various civic and cultural institutions around Chicago
• Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED