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 (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

Position SummaryThe 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 DescriptionEssential 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.QualificationsEducation/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 RangeThe 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)Equal Opportunity EmployerIt is our policy to abide by all federal, state, and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, physical disability, mental disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including but not limited to, cancer related or HIV/AIDS related), sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.E-VerifyLiving Spaces participates in E-Verify. All newly-hired team members are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility.Applicant Privacy