Hybrid Real-Time Workforce 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

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.