CSC Real Time Analyst

Grainger Businesses • Tempe, AZ

4d • $22 - $32 • Hybrid

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED