Real Time Specialist, Zoro (remote) at Zoro

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Company Summary:
Zoro offers millions and millions of products - an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We've grown quickly in a short time and are continuing to do so while aggressively growing our revenue. We are excited to be a part of an award-winning culture - we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too!
Primary Function: The Workforce Management Real-Time Specialist role serves as a member of the Zoro Workforce Management team dedicated to managing the phone services resource planning function by monitoring and analyzing call volumes, staffing levels, scheduling, coaching, and forecasting; making the appropriate decisions and adjustments to maintain a balance between the Zoro Customer Service department and service levels. Updates exceptions and productively makes required adjustments to meet customer service team goals and forecasts. Provides direction to the management team concerning decisions that are needed to meet and exceed customer demand.
Duties and Responsibilities:
  • Assists in ensuring staffing levels are appropriate for projected work volumes across assigned Service Centers.
  • Provide recommendations for reallocating staffing resources to adjust for call 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.
  • Uses problem-solving skills to understand business issues and offer solutions.
  • 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.
  • Models service excellence.
  • Performs other duties as assigned.

Qualifications:
  • 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.
  • Effective communicator; comfortable interacting with peers, leadership, and internal partners in a professional manner in person and via written communication.
  • Demonstrates excellent organization skills, time management, confidentiality, and high attention to detail. Must be proactive, able to multitask, and work with little or no supervision.
  • Able to make and communicate sound business decisions.
  • Strong results orientation and ability to communicate across networks to influence results and improve service level performance.
  • Understands workflow and business needs and how job assignments impact productivity and customer service in both the short and longer-term.

Zoro Values and Inclusive Culture: Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow and thrive.
We recognize the courage and effort it takes to apply for your next opportunity. We also recognize that there is rarely such a thing as a perfect candidate. Even if you do not meet every qualification, we still encourage you to apply -- we do not want to miss out on meeting the next person who could emerge as a key contributor to our business and culture.
Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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Technology we use

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    • Google AnalyticsAnalytics
    • JIRAManagement

An Insider's view of Zoro

How would you describe the company’s work-life balance?

We are driven and work hard, because we are growing like crazy! We are in this together because we want to be, not because we have to. On the flip side, I've never missed one of my kid's ball games, concerts, parent-teacher conferences, and when I take a vacation, I'm actually allowed to take it (of course, I'm available if you need me, team)! :-)

Adam

HR Leader

How do you empower your team to be more creative?

Zoro has an awesome test and learn culture where you can try new things and see what works and what doesn't and, most importantly, learn from those lessons and drive improvements. We constantly look for ways to do that - whether it is tools, engagement, processes or empowerment. We share best practices, feedback and suggestions from our agents.

Dawn

Director, Customer Service

What does your typical day look like?

As a Financial Analyst with Zoro’s Finance team, my typical day starts with generating daily sales reports and sending it over to our headquarters. Then, I talk to business unit owners and gather information that would impact our financials. Zoro has an encouraging collaborative environment…everyone is easily approachable!

Margaret

Sr. Financial Analyst

What are Zoro Perks + Benefits

Zoro Benefits Overview

Very competitive package - beyond your base salary, we offer bonuses, a 401(k) match and additional 401(k) incentive contribution, a full-scope of medical/dental/vision/life insurance benefits, voluntary benefits, shuttle service, a bunch of free food (free coffee, soft drinks, snacks, and free meals from time-to-time). Our North Suburb office has a subsidized cafe inside our offices that is a breakfast/lunch spot and coffee bar, in addition to a game room, recreation area and a rock room... yes a rock room... bring your axe and rock out on a break!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Through period live trainings and webinars, it is important for all of our Zoro team members to collaborate, ideate, operate without bias!
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Zoro has an Inclusion Council comprised of a diverse group of team member volunteers across all levels within the organization to build awareness and strategize on DEI initiatives.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Optional Voluntary Benefit
Wellness Programs
Discount partnership with Sky Fitness.
Onsite Gym
Team workouts
We've offered yoga, kickboxing, mindfulness, walk-a-thons, and other sessions for our team members to explore ways to strengthen physical, emotional and spiritual wellness.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
3.5% contribution by Zoro on a bi-weekly basis (whether you contribute or not). Additional 3.5% target contribution based on annual company performance.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
We've won a Dave Thomas award for having a solid adoption assistance program - that's pretty cool!
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Starting at 18 days per year with carryover option of up to 5 days.
Paid Volunteer Time
We like to give back to the local community. We have team builders focused on helping a variety of philanthropic organizations.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
We feature a range from shorts and t-shirts to those who embrace "Tie Tuesdays". Wear what makes you comfortable, but you may want to clean it up if you have an important customer in town!
Commuter Benefits
In our North Suburb office, we feature shuttle service to/from Buffalo Grove, Highland Park, and Deerfield stops. Also a commuter benefit program available as a voluntary benefit.
Company Outings
We've done many of these. From ball games to luaus to olympics to the zoo - Zoro finds ways to treat employees to lots of fun.
Game Room
Basketball, bags, driving range net, ping pong, badminton, video games, music room... we even played quiddich in our warehouse for our Harry Potter-themed Halloween event!
Stocked Kitchen
All offices feature coffee, soft drinks, sparkling water, tea, popcorn machine, random snacking opportunities, as well as an on-site cafe in our North Suburb office.
Some Meals Provided
Happy Hours
Sometimes happy hours provided by the company, but many team members get together outside of work because they want to, not because they have to!
Parking
Recreational Clubs
Softball, bowling, and dragon boat racing team... yes, dragon boat racing!
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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