Company Summary:
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!
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.
Minimum Qualifications:
- 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.
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.
Zoro Values and Inclusive Culture: Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
We are proud to be an equal opportunity workplace.
