Living Spaces
La Mirada, CA
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...