Responsible for forecasting, staffing, and real-time management of the contact center, Zach ensures that we’re well staffed and that employees are trained and able to skillfully help all of our customers from both the sales and service sides. When he first started the role, it hadn’t yet existed, so he was tasked with shaping it and creating goals that would help him aim for success. His goals for the role include establishing better reporting and forecasting to better understand the business, as well as working on employee retention and staffing so that RealTruck is an effective company as well as a great place to work. He’s currently working on a new workforce management tool that will allow for more accurate scheduling and forecasting so that staff and supervisors can get real-time updates on how they’re doing.
Zach has a strong work ethic that he attributes to his parents. “If I see something that needs to be done, I go about completing the task regardless of whether it was ‘my job’ or not,” he says, referencing the “W.I.T., or whatever it takes, saying that stuck with him since day one of being at RealTruck.
Outside of the office, Zach volunteers to teach younger children. He says it’s the greatest feeling to see someone finally grasp an idea once he’s helped them, especially when they have that “light bulb” moment. It’s similar to what he sees on the sales and service floor, too, and helping others obtain a greater understanding of things and reach new heights is what truly drives him to push forward.
When asked what advice he can offer to others at RealTruck, he says there are two things: be willing to learn, and be able to coach or teach two individuals that are just starting out. Zach says, “If you can work with others and train them to have the knowledge and understanding that you have to offer, not only does this make you a better, more well-rounded employee that is viewed more favorably, but if a new position opens up, you will have already shown you can mentor others and help them. Success is driven by the amount of effort you put into it.”