CSC Planning Analyst

information, visit https://www.grainger.com.

Compensation

The anticipated base pay compensation range for this position is $26.88 to $44.81.

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.

For additional information and details regarding Grainger's benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

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.

Position Details

The Workforce Planning Analyst manages short-term forecasting and schedule optimization across multiple Contact Centers and various organizations to meet service goals. This includes skill profile management, routing strategy and work distribution, proactive scheduling of channel activities, and guiding operational leaders and other members of the WFM team on how to achieve optimal efficiencies while balancing team member experience and operational needs. The shift hours of operation for the role are 8:00 a.m. to 5:00 p.m. - Monday to Friday. The role reports to the Manager, Workforce Planning.

You Will

• Forecast transactional volumes, handle time/productivity, shrinkage, and attrition to provide an accurate short-term forecast.

• Create and optimize schedules for functions of up to 1000 team members in order to balance service needs with team member engagement and operational constraints.

• Lead and facilitate weekly discussion with operational business partner leader, share forecasting trends and give guidance on resource utilization and performance gaps.

• Partner with Sr Planning Analyst in regards to critical thinking, queue strategy, execution of deployments, PTO strategies and hiring plans.

• Conduct quarterly shift bid and design custom shift offerings to ensure optimal schedule efficiency and team member engagement.

• Analyze database of historical information on absenteeism, productivity, service performance and staffing adherence to support the short-term forecast.

• Serve as mentor to Real-time Analysts in areas such as education of workforce systems, forecasting, and schedule optimization.

You Have

• Bachelor's Degree Position requires a Bachelor's Degree or 4 years equivalent business experience

• 3+ years experience with workforce optimization software (e.g., NICE IEX, Verint Impact 360, IEX), and ACD technology (e.g., Gensys, Cisco) Preferred

• 2+ years experience utilizing workforce optimization tools and processes. Experience within customer experience environment required. Preferred

• 2+years experience in trend analysis. Preferred

• Ability to communicate and present analytical and statistical results of forecasts to all levels of management

• Guides and facilitates cross-functional teams in the development and implementation of business solutions

• (Intermediate proficiency)

• Ability to negotiate, and escalate unresolved problems or questions, and provide concise recommendations in a rapidly changing environment.

• (Intermediate proficiency)

• Highly developed problem-solving skills including: conducting root cause analysis, documenting results, and providing recommendations

• Ability to effectively communicate short term planning data to all levels of Customer Service Center Leadership

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail (Intermediate proficiency)

• Proficiency in Microsoft Office applications and experience with advanced formula application and database software (e.g. Excel and Access) required

• Accomplished in and fosters the use of Continuous Improvement (CI) methodology and tools

• Technology literacy skills to help understand systemic architectural routing and network systems

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.