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Workforce Managment Planning Supervisor Janesville WI
Grainger | Janesville, Wisconsin
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Job Description

Company Overview

Grainger is a global leading broad line supplier of facilities maintenance products serving businesses and institutions. Our 18,000 employees are driven to serve customers and the community in exceptional ways focusing on delivering the highest level of service. The Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions. Grainger's employees serve customers more than 115,000 times every day through multiple channels. As part of a high-performing team, you’ll be able to develop your talents, and make a difference. Grainger is a Fortune 500company and a perennial member of Fortune magazine's Most Admired Companies list.


Position Description

The Planning Supervisor, Workforce Management (WFM) oversees a team of Planning Analysts responsible for short-term forecasting and schedule optimization across the Contact Centers and other supported groups. This includes oversight for skill management, work distribution, and proactive scheduling of out-of-channel activities. The WFM Planning Supervisor is responsible for implementing and executing workforce management processes to ensure efficient utilization of resources while partnering with respective business leaders to meet service objectives. Other responsibilities include consulting, scenario planning, and gap analysis.  

  • Responsible for the management of direct-reports including performance management, annual compensation review, training and development, workflow planning, hiring/onboarding and team member engagement.
  • Coaches and develops Planning Analysts by accurately accessing strengths and development needs, giving timely and specific feedback, as well as challenging direct reports to optimize processes and performance.
  • Oversees short-term forecasting and proactive scheduling of training, meetings, and development activities.
  • Maximizes team member productivity and occupancy across all contact channels by overseeing schedule optimization, shift bid process, and work distribution.
  • Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employees.
  • Manages communication with Operations and other support departments to meet service objectives.
  • Establishes and maintains partnerships to ensure effective and efficient resource management.

Position Requirements:

  • Position requires a Bachelor's Degree or equivalent business experience
  • Minimum 5-7 years’ experience in a Contact Center
  • Minimum 5-7 years’ experience with Workforce Management tools (e.g., NICE, Verint, IEX) and ACD technology (e.g., Avaya, Cisco)
  • Minimum of 3-5 years’ experience leading people with strong leadership skills
  • Strong analytical and organizational skills
  • Excellent communication (both written and verbal) and the ability to interact effectively with all levels in the organization
  • Successful track record of leading teams through change
  • Excellent MS Office skills with focused experience in spreadsheets and other productivity tools
  • Strong analytical and quantitative aptitude
  • Project management experience is a plus

Strong problem solving skills

  • Travel up to 25% of the time

WFM Team and Contact Center Team Members are spread across multiple locations


EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

About Grainger

W.W. Grainger, Inc. (Grainger) distributes facilities maintenance products, and provides services and related information used by businesses and institutions primarily in the United States, Canada and Mexico to keep their facilities and equipment running. Grainger is the supplier of facilities maintenance and other related products in North America. Its operations are managed in three segments: Grainger Branch-based, Acklands - Grainger Branch-based (Acklands - Grainger), and Lab Safety Supply, Inc. (Lab Safety). Grainger Branch-based is an aggregation of the Grainger Industrial Supply (Industrial Supply), Grainger, S.A. de C.V. (Mexico), Grainger Caribe Inc. (Puerto Rico), Grainger China LLC (China) and Grainger Panama S.A. (Panama). Acklands - Grainger is the Company's Canadian branch-based distribution business. Lab Safety is a direct marketer of safety and other industrial products. (Source: 10-K)

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