Workforce Analyst Guest Services

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.

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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 - $28.50

Overtime 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 Employer 

It 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-Verify

Living 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.

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