CSC Planning Analyst

Grainger Businesses•Tempe, AZ

3d•$28 - $46•Hybrid

About The Position

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 Workforce Management team on how to achieve optimal efficiencies while balancing team member experience and operational needs. This position is Hybrid requiring 2 days per week onsite at any of the following four Grainger locations including Tempe, Arizona, Chicago, IL, Lake Forest, IL and Janesville, WI.

Requirements

Bachelor's Degree or 4 years of 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).
2+ years of experience utilizing workforce optimization tools and processes.
Experience within customer experience environment.
Two years of experience in trend analysis.
Ability to communicate and present analytical and statistical results of forecasts to all levels of management.
Experience guiding cross-functional teams in the development and implementation of business solutions.
Ability to negotiate, and escalate unresolved problems or questions, and provide concise recommendations in a rapidly changing environment.
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.
Proficiency in Microsoft Office applications and experience with advanced formula application and database software (e.g. Excel and Access).
Experience applying Continuous Improvement (CI) methodology and tools.
Technology literacy skills to help understand systemic architectural routing and network systems.

Responsibilities

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 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 to think critically, queue strategy, and execute 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.

Benefits

Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
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)
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
Free access to financial counseling, education, and tools
Maternity support programs
Nursing benefits
Up to 14 weeks paid leave for birth parents
Up to 4 weeks paid leave for non-birth parents