CSC Planning Analyst

CSC Planning Analyst

Date: Jun 17, 2026

Location: TEMPE, AZ, US, 85283-4475

Company: Grainger Businesses

Work Location Type: Hybrid Req Number 331662

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

Compensation The anticipated base pay compensation range for this position is $27.50 – $45.82. This role is eligible for an incentive target of up to % or $, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change. 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.

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 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.

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 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.

You Have 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.

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.