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Senior Manager, Workforce Planning - Customer Service Center

Date: Sep 18, 2022

Location: TEMPE, AZ, US, 85283-4475 LAKE FOREST, IL, US, 60045-5201

Company: Grainger Businesses

Senior Manager - Workforce Management Planning


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:


You will lead a team of Workforce Planning Analysts. This team coordinates the delivery of contact center network development of long and short-term workforce forecasts to improve location staffing and service value while aligning with contact center strategy. This includes ensuring industry and interactional trends, important programs and partner inputs are included in the design and staffing plan, developing a staffing and footprint model that weighs risk versus benefit, and creating a business case to support staffing and footprint recommendations. The Sr. Manager is empowered to make important strategic decisions improving every aspect of the Customer Service Center. Provide customer service goals and building a culture of Continuous Improvement.

You will present to executive leadership regarding network design, long-term planning, short-term-planning, risk assessments, and recommendations for the contact centers, both Grainger US and Grainger Canada, driving strategic decisions.

You will report to the Director, Workforce Management and this position is based in Tempe, AZ or Lake Forest, IL.



You Will:


  • Lead a team of 6-10 team members manage the creation of staffing forecasts for the Customer Service Centers across multiple sites, contact types and work channels and partner with finance for budgeting an annual plan
  • Gather and summarize internal and external information to improve our Customer Service Center strategy that considers customers' all requirements, changes in interactional behaviors, competitive landscape, and influence on the current footprint
  • Identify and recommend staffing strategies required to meet service performance goals
  • Explain the cost and service impacts that our business plan and key initiatives will have on the Customer Service Center network design and staffing plan and influence decisions to achieve service goals
  • Use analytical methods, mathematical models, and tools to weigh risk versus benefit and simulate what-if scenarios
  • Help develop contact center strategy
  • Validate important assumptions and outputs against current environment and new trends


You Have:


  • Bachelor's Degree preferred or 5 years relevant business experience
  • Call Center management experience
  • May require up to 25% travel
  • Strong business, financial, and change management skills
  • Demonstrated analytic and quantitative decision-making skills
  • Proven ability to effectively lead large cross functional projects, manage multiple priorities and foster positive business relationships.


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 plans
  • Paid time off (PTO) and 6 company holidays per year
  • Automatic 6% 401(k) company contribution each pay period
  • Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
  • A comprehensive set of emotional, financial, physical and social wellbeing programs


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.