Workforce Analyst Guest Services "On-site"
About The Position
The Workforce Analyst monitors Guest Services queues and services in real time to support schedule adherence, agent availability, contact response, and intra-day service-level and abandon-rate goals. The role maintains agent schedules and exceptions in the Workforce Management (WFM) system and supports effective workforce planning and service delivery across the department. The position reviews contact traffic and staffing against forecasts, makes real-time coverage adjustments, and communicates queue performance to business partners. It also recommends staffing and resource deployment strategies, produces performance reports, and reviews opportunities for overtime or off-queue projects to address business needs.
Requirements
- Bachelor's degree (B.A. or B.S.) or equivalent from a four-year college in business management, computer science, mathematics, or a related field; equivalent combinations of education and experience will be considered.
- At least two years of experience in a workforce analyst support role or working with call-center metrics.
- Analytical skills necessary to resolve problems and identify solutions.
- Experience with Microsoft Office programs, including Excel, Word, and Outlook.
Nice To Haves
- Report-writing experience in retail or a call center.
- Experience with Tableau, SQL, Genesys Cloud, and Alteryx.
- Tableau, Alteryx, Excel, or SQL certifications.
Responsibilities
- Monitor agent schedule adherence and contact traffic in real time to support guest service expectations.
- Monitor traffic variations against forecasts and adjust staffing levels in real time to meet service-level targets.
- Process timekeeping updates and schedule changes.
- Review and optimize intra-day performance and coverage to meet demand.
- Maintain user access in the Workforce Management system, including adding and removing users.
- Respond to business-partner inquiries about queue performance and implement 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 to support business demands.
- Enter and track schedule exceptions, including time-off requests, team meetings, and schedule changes.
Benefits
- Overtime pay is available for eligible, non-exempt Team Members.
- Reimbursement for expenses as required by applicable law and Company policy.
- Team bonus for eligible Retail, Guest Services, and Distribution Center Team Members based on meeting specific goals and KPIs.
- Medical insurance for eligible full-time Team Members.
- Dental insurance for eligible full-time Team Members.
- Vision insurance for eligible full-time Team Members.
- 401(k) with Company match for full- and part-time Team Members.
- Vacation for eligible full-time Team Members or as otherwise required by applicable law.
- Paid sick leave for full- and part-time Team Members.
- Flex or Health Spending Account for eligible full-time Team Members.
- Employee Assistance Program for full- and part-time Team Members.
- Holiday pay for eligible full-time Team Members.
- Life insurance for eligible full-time Team Members.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
