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CC Real Time Analyst

Date: Feb 8, 2019

Location: TEMPE, AZ, US, 852834475

Company: Grainger

Company Overview

Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s distribution centers and branches worldwide.


Position Description

The Real Time Analyst, Workforce Management plays an integral role in assisting Contact Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling (post publication), and monitoring of real time performance. This includes reviewing team member schedule adherence, intraday management of resources, monitoring channel performance and productivity, and schedule adjustments to meet staffing and service goals.

  • Monitors and manages phone, email, chat, and back performance by analyzing real time  volume and team member performance
  • Monitors and manages workload distribution by adjusting team member skilling within the center
  • Utilizes intraday forecasting tools to assist with analyzing real time staffing requirements to meet service objectives
  • Partners with leadership to update team member schedules for requested exceptions post schedule publication
  • Adjusts team member activities, e.g., breaks, lunches, meetings to minimize service level deviations

Approves Wish List requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals

Position Requirements:

  • 1-3 years’ experience in Contact Center Workforce Management Environment
  • Experience with Workforce Optimization Software (e.g., NICE, Impact 360, IEX), and ACD technology (e.g., Avaya, Cisco)
  • Ability to gather and analyze statistical data and generate reports.
  • Strong knowledge of Microsoft Excel
  • Ability to prepare and present reports accurately and well within the time frame specified
  • Ability to maintain composure in critical situations and communicate effectively, both written and verbal
  • Display a high level of professionalism, integrity, and maturity
  • Detail oriented with good organization and time management skills

Strong interpersonal skills with the ability to work effectively with individuals at all levels

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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