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Director, Workforce Management

Date: Feb 14, 2019

Location: Tempe, AZ, US, 85283

Company: Grainger

The Director, Workforce Management serves as business leader who will be responsible for building, managing and owning workforce management strategy, processes, development and execution of high Customer Service levels through maximized utilization of resources.   Ongoing responsibilities will also focus on long-term operations capacity planning, processes and tool development to optimize our staffing strategy.


The Director, Workforce Management will partner with Site Directors (Operations), Director, Strategy, and other cross-functional leaders (Finance, HR, Supply Chain, ES, etc) to develop staffing strategies that align to the Contact Center and Grainger strategies.  This role is characterized by high levels of scope, complexity and independent decision making in a constant changing environment as the Contact Center strategy continue to evolve.  This role also provides consultative support for other Grainger businesses such as AGI, Zoro, etc who leverage the CC resources, processes and systems to support their staff planning needs.




  • Responsible for building and maintaining a team culture of strong engagement, customer focus, and intellectual curiosity across a direct leadership team of 2 Sr. Managers and 1 Manager and overall responsibility for 40+ team members across multiple countries (US and Canada) and cultures.
  • Owns the overall strategy & methodology for supplier performance management within the North American (US and Canada) business.
    • Embeds the customer perspective into strategy, process design & decision making.
    • Remains abreast of competitive landscape & technologies driving changes in the supply chain and procurement strategies globally.
    • Coaches leaders to drive the right metrics to improve supplier operational performance and maintain high availability to customers.
    • Participates in strategic relationships with key suppliers in conjunction with the Supplier Management Team.
    • Owns the process to return excess & obsolete inventory to suppliers with a direct financial benefit to inventory reserve and company earnings.
    • Owns the drop ship customer delivery experience, impacting 3M+ customer lines annually.
    • Manages the budget & capital assets of SOPM.
  • Identify, prioritize, & drive SOPM reporting & CI needs.
  • Build a strong team through positive employee engagement and effective talent management
    • Demonstrates ability to be a strong leader of leaders
    • Drives a CI mindset among team members
    • Translates strategy into action & focuses team on highest priority objectives
    • Displays a flexible management style to solicit the best results from team members across multiple countries and cultures.




  • Position requires a Bachelor's Degree or equivalent business experience.
  • Minimum 5-7 years experience in service center operations.
  • Minimum 8-10 years experience with Workforce Management process and tools experience (i.e. Aspect,
  • Blue Pumpkin, IEX) and ACD technology (i.e. Avaya, Cisco).
  • Strong expertise in in capacity modeling, workforce management tools and operational planning methodologies.
  • Proven experience in leading workforce management team in a multi-site contact center structure.   Experience in a centralized WFM environment is a plus.
  •  Must be able to provide clear and concise direction in a rapidly changing environment.
  • Expert understanding of conflict management, including negotiations and consensus building
  • Proficient relationship building skills, including the capacity to predict and manage behaviors, build and leverage cross-functional partnerships within and outside the CC and Grainger organizations and leverage influential leadership.
  • Possess expert analytical, problem solving and decision making skills.  Uses data/analytics to get to root cause/improvement opportunities.
  • Understanding of interdependency between the staffing, processes and systems and how they link to high service and lowest total cost.
  • Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potential conflicting priorities.
  • Successful track record of leading large teams (~1600+ team members) through change management.


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.


Nearest Major Market: Phoenix

Job Segment: Manager, Supply, Procurement, Cisco, Change Management, Management, Operations, Technology

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