Job description
Current Living Spaces Employees: Please apply via your internal Workday Account.
At Living Spaces, we take pride in being an environment that cultivates the best in our Team Members. From our corporate office in La Mirada, to our Distribution Centers, Manufacturing, Guest Services, Transportation, to any of our retail stores in the United States, you’ll find Team Members who have started and grown their careers at Living Spaces. We are a company driven by our core values of humility & respect, passion, innovation, speed & simplicity, fanatic discipline, social responsibility, coupled with the desire to provide our guests with the best possible experience they can have while furnishing their space.
We continuously strive to find dedicated, innovative, driven, enterprising Team Members to help drive our corporate vision - to be the best furniture retailer in the country. If you possess these skills, we invite you to join the journey at Living Spaces.
Position Summary
The Workforce Analyst will be responsible for real time monitoring of all queues and services within Guest Services. Ensures agents adhere to schedule and availability expectations, contacts are answered, and intra-day service levels and abandon rates are met. Responsible for maintaining agents’ schedules within the Work Force Management (WFM) system and entering any exceptions, including, but not limited to, time off requests, team meetings and schedule changes.
Position Description
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Monitor real-time adherence and effective management of the incoming and outbound phone volume.
- Provide feedback to leadership to ensure on-phone and off-phone activity is managed efficiently throughout the day.
- Monitor/track call outs, tardiness, and PTO. Entering real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, overtime, etc.).
- Provide daily, biweekly, and monthly intra-day performance and historical trends reporting to leadership.
- Perform run-rate calculations to compare forecast to intra-day volume to help identify real time volume trends.
- Work with contact center leadership on agreed SLAs and always ensure the best customer experience.
- Work with the sales, post-sales, and support teams to influence customer satisfaction for both consumers and agents.
- Audit and maintain the integrity of data in workforce management tool and related databases.
- Coordinate with other departments to manage outages and special campaigns and ensure required non-phone activities are properly prioritized within acceptable time frames.
- Identify changes in call volume and reallocate resources when workload requires, recommend real-time schedule changes, and identify efficiency opportunities.
- Monitor real-time adherence to schedules and help alert and adjust for outages, staff shortages, and unplanned events.
- Monitor, action, and report on intraday service level to deliver a balanced customer experience.
- Partner with floor managers to address any deviations from schedules including lates, leave early, absences, etc.
- Other duties and tasks, as assigned.
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 guide for what we would reasonably pay for the position. Pay is determined by various factors including market demand, applicable skills, work experience and education, location, company budget, and in-demand skill sets.
$19.75 - $23.38
Retail, Guest Services, and Distribution Center Team Members are eligible to receive a team bonus based on meeting specific monthly goals and KPI’s. Bonus amounts are based on the level of achievement and the total hours worked during the bonus eligible month.
Benefits Include:
- Medical
- Dental
- Vision
- 401(k) (full and part time eligible)
- Vacation
- Sick Time
- Flex Spending Account
- Employee Assistance Program
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.
Applicant Privacy
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