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Real Time Analyst- Workforce Management

Date: Feb 17, 2021

Location: TEMPE, AZ, US, 85283-4475 JANESVILLE, WI, US, 53546-8729

Company: Grainger Businesses

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.


This role typically is located in Janesville, WI or Tempe, AZ, but due to COVID-19 will be fully virtual until further notice. Once office site has a return to work plan, the team member will be required to be on-site.



Primary Function


The Real Time Analyst-Workforce Management plays an integral role in assisting Customer Service 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

Principal Duties & Responsibilities


  • Monitors and manages phone, email, chat, and back office performance by analyzing real time volume and team member performance
  • Monitors and manages workload distribution by adjusting team member skilling and channel within the Customer Service Centers
  • 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 by entering daily exceptions into Verint
  • Optimizes and adjusts team member activities, e.g., breaks, lunches, meetings to minimize service level deviations
  • Approves offline requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals
  • Respond to unanticipated changes to headcount, call volumes, and system issues (initiate all hands-on deck or VTO)
  • Provides intraday performance updates and reporting to Management. Communicates trends within the business.
  • Responds to Real Time chat requests from leadership for offline activities



  • 1-3 years minimum experience in Customer Service Center Workforce Management environment preferred
  • Experience with Workforce Optimization Software (e.g., NICE, Verint, EWFM, TeleOpti), and ACD technology (e.g., Avaya, Cisco)
  • Ability to gather and analyze statistical data and generate reports
  • Microsoft Excel skills and proficiency in other Microsoft Office applications
  • 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, time management, and problem-solving skills
  • Strong ability to multi-task and coordinate procedures in a fast-paced environment.
  • Must possess strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions
  • Must be proactive and able to work with little or no supervision


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 pro