Share this Job

CSC Planning Analyst

Date: Jan 28, 2023

Location: Hybrid, IL, US, N/A JANESVILLE, WI, US, 53546-8729 LAKE FOREST, IL, US, 60045-5201 WATERLOO, IA, US, 50701-9371 TEMPE, AZ, US, 85283-4475

Company: Grainger Businesses

About Grainger:


Grainger is a leading broad line distributor with operations primarily in North America, Japan, and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.

We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.


Position Details:


The Workforce Planning Analyst manages short-term forecasting and schedule optimization across the Contact Center and other supported organizations to meet service goals. This includes skill management, routing strategy/work distribution, and proactive scheduling of channel activities while working with the Real-time Team, and providing workflow scenarios, facilitate shift bid, and provide business intelligence to feed the long-term forecast.

This is a hybrid role with flexible hours of operation, between 6:00 a.m. and 6:00 p.m. - Monday to Friday, and reports to a Sr. Manager, Workforce Planning.

Open to the following locations: Waterloo, IA, Janesville, WI, Lake Forest, IL and Tempe, AZ.


You Will:


  • Forecast transactional volumes, handle time/productivity, and shrinkage to provide an accurate short-term forecast to the Real-time Team.
  • Provide recommendations across varying levels of management to improve resource use and performance.
  • Partner with Real-time Team to achieve service performance goals.
  • Facilitate Shift Bid and part time shift availability to ensure optimal schedule efficiency.
  • Maintain an accurate database of historical information on absenteeism, productivity, service performance and staffing adherence to support the short-term forecast.
  • Be a subject matter expert for Workforce Management software.
  • Identify Continuous Improvement opportunities in daily work, providing recommendations on how to support and implement solutions.
  • Use Standard Work and documented workforce policies to provide partners with a centralized knowledge source.


You Have:


  • We ask that you have a bachelor’s degree or 4 years of equivalent business experience.
  • Experience with workforce optimization software (e.g., NICE IEX, Impact 360), and ACD technology (e.g., Avaya, Cisco).
  • Minimum of 2 years’ experience using workforce optimization processes.
  • Experience within contact center environment preferred and proven ability to build relationships cross-functionally.
  • Developed problem-solving skills including conducting root cause analysis, documenting results, and providing recommendations.
  • Negotiated, and escalated unresolved problems or questions, and concise recommendations in a rapidly changing environment.
  • Technology literacy skills to help understand systemic architectural routing and network systems.


Rewards and Benefits:


With benefits starting day one, Grainger is committed to your safety, health, and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger:

  • Medical, dental, vision, and life insurance coverage starts day one.
  • Paid time off (PTO) days and 6 company holidays per year.
  • 6% 401(k) company contribution each pay period.
  • Employee discounts, parental leave, and more.


DEI Statement:


We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.