Customer Service - Real Time Adherence Specialist

Discovery is at the heart of everything we do. Wherever you find us around the world, if you can think of a product, you can probably find it in our stores, which include TJ Maxx, Marshalls, HomeGoods, Sierra, Winners, Homesense, and TK Maxx. With variety comes plenty of happy surprises - our environment is ever-changing, and that’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships and even something exciting about yourself. Ready to Discover Different?

Are you looking for a chance to work at home for a period of time before returning to an office environment? TJX is looking for Customer Service Representatives who can work from home. Candidates must have reliable internet access at their home. and live in one of the following states: Wyoming, Alabama, Florida, Georgia, Kansas, Louisiana, Nebraska, Texas, North Dakota, and Arkansas

Job Summary

The Real Time Adherence Specialist supports the Digital Customer Service team with a strong knowledge of workforce management including scheduling, forecasting, and agent performance metrics. They have familiarity with workforce management systems and are proficient in verbal and written communication. The RTA Specialist will be capable of making real-time resource decisions that result in meeting/exceeding the department’s service standards. Effective, timely communication with Operations teams will be an essential responsibility in this position.

Major Areas of Responsibility

• Perform run-rate calculations to compare forecast to intra-day volume to help identify real time volume trends.
• Provide frequent real-time performance and historical trends reporting to leadership.
• Monitor real-time adherence and effective coordination of the incoming and outbound phone, chat, and email volumes.
• Monitor/track call outs, tardiness, and PTO. Entering real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, overtime, etc.).
• Provide feedback to leadership to ensure on-phone and off-phone activity is managed efficiently throughout the day.

• Work with contact center leadership on agreed SLAs and always ensure the best customer experience. • Work with the business partners to influence customer satisfaction for both consumers and agents.

• Other duties and tasks, as assigned.
• Identify changes in contact volume and reallocate resources when workload requires, recommend real-time schedule changes, and identify efficiency opportunities.
• Responsible for monitoring live agent productivity and notifying business leaders when agents are out of adherence.
• Produce and interpret reports as needed, able to determine and communicate insights from the data.
• Coordinate with other departments to manage outages and special campaigns and ensure required non-phone activities are properly prioritized within acceptable time frames.
• Monitor real-time adherence to schedules and help alert and adjust for outages, staff shortages, and unplanned events.
• Partner with floor managers to address any deviations from schedules including tardy, leave early, absences, etc.
• Audit and maintain the integrity of data in workforce management tool and related databases.
• Monitor daily staffing levels to anticipate any coverage issues.

• High attention to detail and timelines, occasionally under time pressure while tackling several tasks at once.
• Ability to work occasional evenings and weekends to meet deadlines.
• Experience with Workforce Management software including scheduling, performance tracking, and reporting; plus, a willingness to learn new software applications (required).
• Excellent written, and oral communication skills with the ability to effectively communicate to all levels of leadership.

Internal Contacts
Customer Service Agents
Fellow Combined Service Representative
Fulfillment Center
Contact Center Leadership

Purpose of Contacts

Communication of process and schedules

Coordinate of workflow

Communication of process

Identify and communicate areas of opportunity

External Contacts

Vendors

Purpose of Contacts

Troubleshoot technical issues with CRM, SNOW, WFM/ACD tools

Job Knowledge
Minimum Education
High School Diploma or equivalent job experience
Some level of College coursework preferred

Minimum Job Skills

• Strong critical thinking skills to identify trends and influence business decisions.
• Minimum of two years’ experience in performing workforce management functions (specifically real-time management).
• Experience with live queue monitoring and real-time adjustments.
• Knowledge of core business functions, process, and procedures.
• Organization skills
• Excellent verbal and written communication.
• Ability to interact effectively to peers and partners.
• Intermediate working knowledge of Microsoft products, most importantly Excel and PowerPoint.
• Proven skills in issue resolution.
• Familiarity with ACD (Automated Call Distribution) systems, skilling and prioritizing.
• Competent knowledge of multi-brand Order Management Systems and Communication Tools.
• Deep understanding of call center metrics and related performance levers.

• Advanced level of proficiency with PC-based software programs (Excel, PowerPoint) and automated database management systems
• Data visualization tools experience preferred (Power BI, Tableau, etc.)

Minimum Experience
1-3 years of customer service or call center experience

Organizational Chart
Reports to : WF Analysis Supv