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Job Description
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.
Minimum Qualifications:
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. Our Culture Zoro was founded in 2011 with a simple idea: make it easy for businesses to get the tools, parts, and supplies they need to keep things running. We've grown by staying curious, moving quickly, and solving everyday challenges in smart, practical ways. Backed by W.W. Grainger and inspired by our endless assortment business model, we're on a clear path toward our next big milestone: $2 billion in revenue—and beyond. 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. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status, or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are also committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment. Should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview, or hiring process, please advise us so that we can provide appropriate assistance.
