Workforce Analyst

Summary

Join SeatGeek's Marketplace Services Workforce team as a Workforce Analyst and play a key role in short- and medium-term scheduling and staffing for key teams. You will forecast and model staffing needs, ensuring adequate coverage to meet volume and initiative requirements. Collaborate with team leaders and leverage data-driven insights to optimize staffing decisions. Master key forecasting inputs and adjust plans for fluctuations. This role involves real-time resource optimization, proactive coverage analysis, and queue management. You will partner with leadership to address volume spikes and monitor key performance metrics. The position reports to the Manager, Workforce and requires close collaboration with Workforce and Support teams.

Requirements

• 2+ years of experience in supporting scheduling efforts for hourly coverage-based teams, ideally of 50+ agents or more and/or teams spanning multiple timezones
• Familiarity with typical Workforce Management software (e.g., Playvox, Verint, Assembled, Calabrio Teleopti)
• Understanding of main workforce management metrics, including service level performance, adherence, handle times, handled and resolution rates, occupancy, utilization rates, etc
• Close attention to detail, being able to quickly spot and diagnose existing or potential problems, and ideally make recommendations to fix them
• Ability to effectively collaborate with stakeholders of all levels of seniority and tenure, in particular being able to adjust what is being communicated and how based on the audience
• Ability to work Monday through Friday, starting shift no later than 8am PT

Responsibilities

• Collaborate with BPO and Marketplace Operations teams using Playvox to forecast staffing needs across multiple timeframes (seasonal to hourly)
• Lead efforts to implement and optimize the Playvox Workforce Management tool for improved forecasting accuracy
• Master key forecasting inputs (e.g., Average Handle Times, Utilization rates) and adjust plans as needed for fluctuations in staffing, hiring issues, and unexpected PTO, while telling the best data story and demonstrating efficient data presentation
• Adjust staffing during shifts to address volume surges, unexpected channel distribution, and staffing shortages
• Identify opportunities for additional coverage and conduct detailed analysis of support coverage gaps, including producing post-mortems for SLA misses
• Support real-time queue management, making reactive and proactive adjustments to scheduling based on unexpected volume or coverage gaps
• Work with leadership to address anticipated volume spikes, such as during major sales or events, and recommend staffing adjustments as needed
• Regularly monitor key performance metrics (e.g., service levels, productivity) and provide expert support for scheduling and roster generation to Marketplace Operations teams

Benefits

• Equity stake
• Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
• A WFH stipend to support your home office setup
• Unlimited PTO
• Up to 16 weeks of fully-paid family leave
• 401(k) matching program
• Student loan support resources
• Health, vision, dental, and life insurance
• Up to $25k towards family building and reproductive health services
• Gender-affirming care support program
• $500 per year for wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• $120 per month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music