Remote Senior Manager, Workforce Planning & Analytics

Grainger; Tempe (AZ); On-site; USD 114,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision, life coverage

401(k) with company contribution

PTO and holidays

Employee discounts and tuition support

Parental leave programs

Job summary

Grainger seeks a Senior Manager, Workforce Planning to lead forecasting, staffing models, and real-time resource management for its contact center network. You will develop team capability and standardized practices to improve service levels and cost-to-serve across multiple sites.

You will collaborate with senior leaders to align workforce strategy with business objectives, modernize analytics, and drive continuous improvement across the center.

Qualifications

• Requires Bachelor’s degree or equivalent.
• 7+ years in service center, contact center, workforce management, operations planning, BI, or related analytics.
• 3+ years using workforce management tools and auto call distribution reporting.
• Knowledge of forecasting, capacity planning, scheduling, and service level management.
• Experience with tools like Aspect, Blue Pumpkin, IEX, Avaya, Cisco or comparable systems.

Responsibilities

• Lead and develop the Workforce Management team by setting objectives, coaching performance, identifying training needs, and building team capability across workforce planning, scheduling, and real-time resource management.
• Establish standardized workforce management practices, policies, procedures, metrics, and governance to improve resource utilization and service level performance.
• Develop staffing models, forecasts, schedules, and capacity plans balancing demand, labor, productivity, service levels, and cost.
• Direct real-time resource management, monitor performance, identify variance drivers, and coordinate adjustments for better customer experience.
• Provide reporting and insights to leadership by translating data into recommendations.
• Evaluate tools and systems to support a technology roadmap that improves capability and scalability.
• Partner with leadership to balance service, cost, staffing flexibility and priorities.
• Lead continuous improvement, contingency planning and disaster recovery for resilience.

Skills

Workforce management

Forecasting

Capacity planning

Scheduling

Real-time resource management

Analytics

Staffing models

Education

Bachelor's degree or equivalent

Tools

Aspect

Blue Pumpkin

IEX

Avaya

Cisco

Job description

Grainger seeks a Senior Manager, Workforce Planning to lead forecasting, staffing models, and real-time resource management for its contact center network. You will develop team capability and standardized practices to improve service levels and cost-to-serve across multiple sites.

You will collaborate with senior leaders to align workforce strategy with business objectives, modernize analytics, and drive continuous improvement across the center.