Workforce Analyst

Summary

Join SeatGeek, a company dedicated to simplifying and modernizing the ticketing industry, as a Workforce Analyst. You will play a crucial role in short- and medium-term scheduling and staffing for teams within Marketplace Operations, ensuring effective staffing through forecasting and budget modeling. This involves collaborating with team leaders to review current and future needs, identifying coverage gaps, and providing data-driven insights to guide staffing decisions. You will also be responsible for implementing and optimizing workforce management tools, mastering forecasting inputs, and adjusting staffing plans based on fluctuations and unexpected events. This role requires strong analytical skills, experience with workforce management software, and the ability to collaborate effectively with stakeholders.

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

• Workforce Management and Forecasting: Collaborate with BPO and Marketplace Operations teams using Playvox to forecast staffing needs across multiple timeframes (seasonal to hourly)
• Tool Implementation and Optimization: Lead efforts to implement and optimize the Playvox Workforce Management tool for improved forecasting accuracy
• Forecasting Mastery: 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
• Real-Time Resource Optimization: Adjust staffing during shifts to address volume surges, unexpected channel distribution, and staffing shortages
• Proactive Staffing and Coverage Analysis: Identify opportunities for additional coverage and conduct detailed analysis of support coverage gaps, including producing post-mortems for SLA misses
• SLA and Queue Management: Support real-time queue management, making reactive and proactive adjustments to scheduling based on unexpected volume or coverage gaps
• Collaboration with Leadership: Work with leadership to address anticipated volume spikes, such as during major sales or events, and recommend staffing adjustments as needed
• Monitoring Metrics and Expert Support: 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
• Wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• Tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music