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