Workforce Analyst Guest Services

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

Paid Sick Leave

Flexible Spending Account

Employee Assistance Program

Holiday pay

Life insurance

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical skills

Call center metrics

Report writing

Excel

SQL

Tableau

Genesys Cloud

Alteryx

Education

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

Tools

Tableau

SQL

Genesys Cloud

Alteryx

Job description

## Workforce Analyst Guest ServicesApply: CA - Corporate - La Mirada: Full time: Posted Today: R45821## Position Summary The Workforce Analyst is responsible for real-time monitoring of all queues and services within Guest Services to ensure agents adhere to schedule and availability expectations, contacts are answered, and intra-day service level and abandon rates are met. This role maintains agent schedules within the Workforce Management (WFM) system, enters and tracks schedule exceptions, including time-off requests, team meetings, and schedule changes, and supports effective workforce planning and service delivery across the department.## Position Description**Essential Duties and Responsibilities** include the following. Other duties may be assigned.* 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. Optimize and review intra-day performance and coverage to best meet demand.* 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 (OT) opportunities or off-queue projects as needed to support business demands.## Qualifications**Education/Experience:** Bachelor's degree (B. A. or B. S.) or equivalent from four-year college 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. Equivalent combination of education and experience will be considered.**Computer Skills:** To perform this job successfully, an individual must have experience in Microsoft Office programs including Excel, Word and Outlook. Experience with Tableau, SQL, Genesys Cloud, and Alterxy is preferred.**Certification:** Tableau, Alteryx, Excel, or SQL Certifications are a plus.## **Position Hiring Range**The hiring pay range provides a good faith estimate of the salary or hourly wage that Living Spaces expects to pay for the position upon hire. Pay will be determined by several factors, including, but not limited to: applicant's education, relevant work experience, knowledge, applicable and relevant skills and abilities, market demand, Company budget, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this page at any time.Compensation: $21.95 - $28.50Overtime pay is available for eligible, non-exempt Team Members. Reimbursement for expenses as required by applicable law and Company policy. Retail, Guest Services and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI's.Additional available benefits upon meeting eligibility requirements include:* Medical (full-time only)* Dental (full-time only)* Vision (full-time only)* 401(k) with Company match (full and part-time)* Vacation (full-time only or as otherwise required by applicable law)* Paid Sick Leave (full and part-time)* Flex or Health Spending Account (for eligible full-time only)* Employee Assistance Program (full and part-time)* Holiday pay (full-time only)* Life insurance (full-time only)For more details, please visit our website at: Careers (livingspaces.com)