[Hiring] Senior Manager, Workforce Management @Grainger Businesses

Role Description

The Senior Manager, Workforce Planning leads workforce planning, scheduling, real-time resource management, and contact center reporting to support service level performance, resource utilization, and cost-to-serve objectives. The role establishes workforce management practices, metrics, staffing models, and technology roadmaps that enable consistent operational execution across the Contact Center network. The position manages and develops the Workforce Management team, partners with Contact Center leadership, and provides analytics that make performance drivers visible and actionable. The role supports contact center strategy by improving forecasting, capacity planning, contingency planning, and continuous improvement practices across a multi-site service environment.

• 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, service level performance, operational consistency, and accountability across the Contact Center network.
• Develop staffing models, forecasts, schedules, and capacity plans that balance customer demand, labor availability, productivity, service level goals, staffing flexibility, and cost-to-serve objectives.
• Direct real-time resource management by monitoring service level performance, identifying variance drivers, coordinating operational adjustments, and supporting timely decisions that improve customer experience and efficiency.
• Provide reporting, analytics, and performance insights to Contact Center leadership by translating workforce, telephony, productivity, and operational data into clear recommendations for business decisions.
• Evaluate workforce management tools, telephony platforms, automated call distribution technologies, and related systems to support a technology roadmap that improves capability, efficiency, data quality, and scalability.
• Partner with senior leadership and Contact Center stakeholders to make workforce and service challenges visible, recommend solutions, manage budget planning inputs, and balance service performance, cost, staffing flexibility, and business priorities.
• Lead continuous improvement, contingency planning, and disaster recovery efforts to strengthen operational resilience, standardize scalable process improvements, and support Contact Center strategy.

Qualifications

• Bachelor's Degree or equivalent
• 7+ years in service center, contact center, workforce management, operations planning, business intelligence, or related operational analytics environments required
• 3+ years using workforce management tools, telephony systems, automated call distribution technologies, and related reporting or analytics platforms required
• Knowledge of workforce management principles, including forecasting, capacity planning, scheduling, real-time resource management, interval-level service drivers, staffing models, and service level performance management.
• Experience using workforce management, telephony, and automated call distribution tools such as Aspect, Blue Pumpkin, IEX, Avaya, Cisco, or comparable systems to support contact center planning, reporting, and operational decision-making.
• Experience developing workforce analytics, performance reports, operational metrics, and root-cause insights that identify improvement opportunities and support leadership decisions in a contact center or service center environment.
• Knowledge of multi-site contact center operations, system interdependencies, technology roadmaps, contingency planning, budget inputs, and continuous improvement practices that support scalable and resilient workforce operations.

Benefits

• 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.