Real-Time Workforce Analyst: Optimize Call Center

Living-Spaces; La Mirada (CA); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical (full-time)

Dental (full-time)

Vision (full-time)

401(k) with company match

Vacation (full-time)

Paid sick leave

EAP

Job summary

Living Spaces seeks a Workforce Analyst to monitor real-time queues in Guest Services and optimize staffing to meet service levels. The role maintains WFM schedules, handles time-off and schedule changes, and supports workforce planning and delivery across the department.

Responsibilities include producing daily/weekly/monthly performance reports, responding to partner inquiries, and recommending staffing and OT opportunities based on demand.

Qualifications

• Education: Bachelors degree or equivalent in business management, CS, math or related field.
• Minimum two years in a workforce analyst/support role or working with call center metrics.
• Report writing experience in retail or call center is a plus.

Responsibilities

• Monitor agent schedule adherence and contact traffic in real time to meet service levels.
• Track traffic against forecasts and adjust staffing in real time.
• Process timekeeping updates and schedule changes; review intra-day performance.
• Maintain WFM system access; add/remove users as needed.
• Respond to real-time inquiries from partners and adjust as needed.
• Create and distribute daily, weekly and monthly performance reports.
• Optimize contact center tech to maximize self-service containment and efficiency.
• Review staffing requirements and identify overtime or off-queue projects.

Skills

Analytical skills

Problem solving

Data analysis

Education

Bachelors degree in business management, computer science, mathematics or related field

Tools

Tableau

SQL

Genesys Cloud

Alterxy

Job description

Living Spaces seeks a Workforce Analyst to monitor real-time queues in Guest Services and optimize staffing to meet service levels. The role maintains WFM schedules, handles time-off and schedule changes, and supports workforce planning and delivery across the department.

Responsibilities include producing daily/weekly/monthly performance reports, responding to partner inquiries, and recommending staffing and OT opportunities based on demand.