Senior Manager, Workforce Management - GUS

Senior Manager, Workforce Management - GUS

Date:
Jun 3, 2026

Location:

TEMPE, AZ, US,

Company:
Grainger Businesses

Work Location Type:
Remote Req Number 331494

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.

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Compensation The anticipated base pay compensation range for this position is $ – $. This role is eligible for an incentive target of up to 20 %, 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.

Position Details 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.

You Will 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…