Real Time Coordinator

Overall Job Summary

This position will support the ongoing success of Tractor Supply’s Customer Solutions Center by ensuring that the service level agreements for various programs are met through the monitoring of real-time events that impact transaction volume across all channels (voice, email, and chat), service levels, etc. The Real Time Coordinator will handle duties that support intra-day management of the Customer Solutions Center resources.
 

Essential Duties and Responsibilities (Min 5%)

• Manage intra-day resource allocation, skills availability, and Team Member distribution to meet service level goals utilizing appropriate systems and software.
• Manage the volume across all channels (voice, email, and chat), handle times, service levels, headcount, non-phone work, and other statistics to ensure the appropriate number of Team Members are available to meet Contact Center performance goals.
• Administers time and attendance of employees, to ensure adherence to schedule accuracy.
• Process schedule and time adjustment requests.
• Work cross-functionally with the leadership team to analyze and help improve our efficiency and department expectations.
• Communicate with leadership about any issues that may cause service level instability.
• Ensure appropriate interactions with front line team members, cross-functional team members and other key partners, are appropriately documented, addressed and communicated.
• Schedule training sessions based on TM schedules, lunches, breaks, etc.
• Adhere to department policies and procedures.
• Assist with project and other duties as requested or assigned.
   

Required Qualifications

Experience: 1+ years contact center experience.  

Education: Bachelor’s degree from an accredited college or university preferred.  Any suitable combination of education and experience will be considered.

Professional Certifications: None.
 

Preferred knowledge, skills or abilities

Other knowledge, skills or abilities:

• Real Time Workforce experience preferred.
• Exhibit ability to work in a fast-paced environment.
• Strong organizational and coordination skills.
• Strong attention to detail and ability to take initiative to resolve immediate or urgent problems.
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity, both orally and in writing.
• Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment.
   

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.