CSC Real Time Analyst

Grainger; Tempe (AZ); Hybrid; USD 30,000 - 44,000; Full time

Benefits offered by this job

Health, dental, vision, and life保险

PTO 18 days annually

6% 401(k) company contribution

Employee discounts

Tuition reimbursement

Parental leave benefits

Job summary

Grainger is hiring a CSC Real Time Analyst in Tempe, AZ, hybrid work model. You will monitor queues, service levels, and occupancy to identify intraday risks and coordinate staffing actions.

You will partner with Operations, Scheduling, Forecasting, and Training to ensure staffing aligns with forecasts and service objectives. The role requires 2+ years in contact center/WFM, strong data analysis, and proficiency with Genesys, NICE, or Salesforce.

Qualifications

• 2+ years in contact center operations or Workforce Management, scheduling, or related environment.
• Experience with real-time WFM practices and performance monitoring.
• Ability to interpret workload and staffing variances and advise actions.
• Proven skill in using WFM, contact center, reporting, collaboration and spreadsheet tools.
• Strong communication to coordinate with multiple stakeholders.

Responsibilities

• Monitor real-time queues, service levels, occupancy, and scheduling across channels.
• Recommend or coordinate staffing actions per established Workforce Management procedures.
• Escalate and document performance issues and recovery actions.
• Maintain intraday staffing plans and compare against forecasts and plans.
• Provide timely performance updates to operational leaders and stakeholders.
• Collaborate with Scheduling, Forecasting, Operations, Training to support peak volume and incident response.

Skills

Workforce Management

Call center operations

Scheduling

Reporting

Data analysis

Cross-functional collaboration

Education

High School Diploma/GED

Tools

Genesys

NICE

Salesforce

Job description

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

Work Location Type: Hybrid

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working®by serving more than4.6 million customersworldwide with maintenance, repair andoperating(MRO) products and value-added solutions delivered through innovative technology and deep customerexpertise. Known for its commitment to service and purpose-driven culture, the Company reported2025 revenue of$17.9 billion. For more information, visit www.grainger.com .

Compensation

This position is hourly. The anticipated base pay compensation range for this position is $21.54 and $32.36

Rewards and Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

The CSC Real Time Analyst supports Workforce Management by monitoring contact center performance throughout the day and coordinating timely staffing actions. The role monitors service levels, queue conditions, schedule adherence, staffing coverage, and operational trends to identify intraday risks and support achievement of customer experience and productivity goals. The position partners with Operations, Scheduling, Forecasting, and other stakeholders to communicate performance issues, coordinate staffing responses, and maintain accurate intraday plans. The role also provides timely performance reporting and documentation to support consistent Workforce Management processes and operational decision-making.

You Will

• Monitor real-time queues, service levels, occupancy, response times, backlog, staffing levels, and schedule adherence across assigned channels or business units to identify intraday performance risks and changes in operating conditions.
• Recommend or coordinate staffing actions within established Workforce Management procedures, including schedule adjustments, break and meal movement, overtime, voluntary time off, cross-skilling, and offline activity changes, to support staffing coverage and service objectives.
• Communicate staffing gaps, service risks, system incidents, and recovery actions to Operations, Workforce Management, and other stakeholders using established escalation procedures, and document associated decisions, impacts, and follow-up actions.
• Maintain accurate intraday staffing plans and compare actual workload, staffing, and performance with forecasts and operating plans to identify variances, recurring trends, and conditions requiring additional action or escalation.
• Provide operational leaders with timely, objective adherence and performance information, prepare real-time and end-of-day updates, and follow established attendance, exception, data privacy, labor, and Workforce Management procedures.
• Partner with Scheduling, Forecasting, Operations, Training teams to coordinate activities affecting staffing or service delivery and support peak-volume, business-continuity, and incident-response activities as needed.

You Have

• High School Diploma/GED or equivalent experience required
• 2+ years in contact center operations, Workforce Management, scheduling, reporting, or a related operational environment required
• 2+ years using Workforce Management, contact center, reporting, collaboration, and spreadsheet tools preferred
• Knowledge of real-time Workforce Management practices, including service level, occupancy, schedule adherence, shrinkage, average handle time, backlog, staffing requirements, and intraday staffing actions.
• Experience monitoring operational performance, interpreting workload and staffing variances, and applying established procedures to recommend or coordinate time-sensitive staffing actions.
• Experience using Workforce Management, contact center, reporting, collaboration, and spreadsheet tools to maintain staffing information, monitor performance, and prepare operational updates.
• Knowledge of established escalation, attendance, data privacy, labor, and Workforce Management procedures used to communicate risks and support consistent operational decisions.
• Experience communicating objective performance information and coordinating with Operations, Scheduling, Forecasting, Training, Talent Acquisition, Technology, and other cross-functional stakeholders.
• Experience with Genesys, NICE, SalesForce, will hear other ones like variant, prefer someone with systems they use.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.