Real Time Specialist

Requirements

• Ability to work core business hours in Central Time zone starting as early as 6:00 am and ending as late as 5:00 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.
• Required Qualifications:
• 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.

Benefits

Additional Information

Company Summary 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! Job Summary: The Call Center Workforce Management (WFM) Real-Time Specialist will partner with the Workforce Management team, to monitor real time inbound call and email traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, real-time monitoring, tracking, documenting. An understanding and ability to report metrics like service level, occupancy, shrinkage, staffing requirements etc., is also expected. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet volume demands and performance goals. On a regular and continuous basis, the WFM Real-Time Specialist must exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost, and quality of service within the organization. Duties and 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.

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