Real-Time Workforce Analyst – Guest Services

Living Spaces; La Mirada (CA); Presencial; USD 30 000 - 39 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical (full-time)

Dental (full-time)

Vision (full-time)

401(k) with company match

Vacation

Paid Sick Leave

Flexible Spending Account

Employee Assistance Program

Holiday pay

Life insurance

Resumo da oferta

Living Spaces is hiring a Workforce Analyst for Guest Services in La Mirada, CA. The role focuses on real-time monitoring of queues, adherence, and service levels to ensure guests are served promptly and staffing aligns with demand.

Responsibilities include maintaining the WFM system, generating performance reports, and advising leadership on staffing and optimization strategies. This is a full-time on-site position with comprehensive benefits.

Qualificações

• Bachelor's degree in business management, computer science, mathematics or related field.
• Minimum two years of experience in workforce analyst support role or working with call center metrics.
• Report Writing experience in retail or call center is a plus.
• Proven analytical skills necessary to resolve problems and look for solution.

Responsabilidades

• Monitor agent schedule adherence and contact traffic in real time, ensuring agents are available to support guests and service expectations are met.
• Monitor traffic variations against forecasts and adjust staffing levels in real time to meet service level targets.
• Process timekeeping updates and schedule change adjustments.
• Maintain user access within the Workforce Management (WFM) system, including adding and removing users as needed.
• Respond to real-time inquiries from business partners regarding queue performance and implement corresponding adjustments as needed.
• Recommend staffing requirements and resource deployment strategies to leadership based on real-time business needs.
• Create and distribute daily, weekly, and monthly performance reports.
• Optimize contact center technologies to maximize self-service containment and operational efficiency.
• Review daily and weekly staffing requirements and recommend overtime opportunities or off-queue projects as needed to support business demands.

Conhecimentos

Analytical skills

Call center metrics

Report writing

Excel

SQL

Tableau

Genesys Cloud

Alteryx

Formação académica

Bachelor's degree in business management, CS, mathematics or related field

Ferramentas

Tableau

SQL

Genesys Cloud

Alteryx

Descrição da oferta de emprego

Living Spaces is hiring a Workforce Analyst for Guest Services in La Mirada, CA. The role focuses on real-time monitoring of queues, adherence, and service levels to ensure guests are served promptly and staffing aligns with demand.

Responsibilities include maintaining the WFM system, generating performance reports, and advising leadership on staffing and optimization strategies. This is a full-time on-site position with comprehensive benefits.