Chris Brown

Background

About Chris Brown

As the Director of Workforce Management and Contact Center Technology at Grainger, I lead a team of professionals who are passionate about delivering optimal workforce solutions and insights for our customers and stakeholders. With over 20 years of experience in workforce management, planning, and optimization, I have a proven track record of driving process improvement, customer satisfaction, and operational excellence across various industries and geographies. Some of my key achievements include implementing a new WFO system that increased productivity and efficiency, developing and executing a strategic workforce plan that aligned with the company's vision and goals, and establishing a data-driven culture that leveraged analytics and reporting to inform decision making and action. My core competencies include WFO, CRM, process improvement, leadership, communication, and collaboration. I am committed to advancing the field of workforce management and analytics, and to creating a positive and inclusive work environment that fosters learning, innovation, and growth.