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 analys

📌 Workforce Analyst Guest Services (Zola Predosa)
🏢 Living Spaces Furniture
📍 Zola Predosa