Producing and distributing daily, weekly and monthly reports on operational performance along with supporting analysis and communication on areas in need of attention.
Tracking all attendance, adherence, and vacation along with headcount movements to ensure we maximize but not exceed our staffing budgets.
Developing the daily/weekly forecasts and staffing plans and work with senior reps to ensure all workloads and channels have the appropriate staff allocation.
Performing and owning ongoing data analysis, interpretation and communication on service team health
along with recommendations of actions to improve both guest and service team experience.
Supporting the onboarding of new service team support roles to ensure key workforce planning concepts, tools and reporting are understood by team leaders, managers and trainers.
Completing adhoc reporting and data mining as needed to analyze impacts of future service team initiatives, system upgrades and staffing model changes as needed.
Supporting the Guest Service Leadership team with projects and initiatives as required
Overseeing all of the service operations to ensure there is holistic view of operations that ensures a balance between the Guest, the Workforce, and the Company needs and expectations.
Identifying potential improvements to our existing processes and practices, formulating a plan or solution to implement and working with the WFM team and Support partners to bring about the desired changes

2+ years experience in a similar role
3+ years’ experience working in a service/call center environment
You are very proficient in Microsoft Office (specifically Excel level 2-3 with applied knowledge)
You are comfortable communicating with all areas of the brand, and various levels of management
You have strong organizational, interpersonal, and problem solving skills.
You have highly effective verbal and written communication skills.
You have a strong attention to detail, most importantly accurate data
You are able to balance supervisor and workforce requests to ensure we meet out targeted service level commitments, while continuing to have flexibility for staff.
You are proactive in identifying the root cause of issues and developing solutions
You remain highly flexible and adaptable when faced with ambiguity
You effectively balance autonomy and collaboration
You inspire breakthrough thinking and continuous improvement
You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
Your passion for your work is paralleled by your passion for getting outside and living it

Guest Services Analyst

Key skills