CSC Real Time Analyst

Work Location Type: Hybrid

Req Number 335309

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com.

Compensation

This position is hourly. The anticipated base pay compensation range for this position is $21.54 and $32.36

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

Grainger Benefits

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 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.

You Will

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.

You Have

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.

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.