BJ's Wholesale Club Masters Labor Scheduling, Customer Service

By Erin Harris, Editor-In-Chief, Cell & Gene
Follow Me On Twitter @ErinHarris_1

July 2014 Integrated Solutions For Retailers

Headquartered in Westborough, MA, BJ’s Wholesale Club operates more than 200 membership warehouse clubs in the eastern United States and employs more than 25,000 Team Members. Known for its membership-based, no-frills concept, BJ’s excels in “delighting its Members,” as Mike Loudon, BJ’s VP of operations support and Integrated Solutions For Retailers’ editorial board member explains. It has to. BJ’s competes with retail and grocery, and the true differentiator is top-notch customer service that yields a top-notch customer experience. But BJ’s Team Members don’t just magically appear at the right place at the right time to assist club members. Via a series of complex algorithms and integration with POS data, BJ’s relies on workforce management (WFM) technology to accurately and strategically create the best schedules to drive superior customer service.