Command Center Specialist

Operations/Contact Center Chicago, Illinois Coppell, Texas


Description

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago’s top 10 places to work in 2021, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Workforce Management Analyst position will be the subject matter expert on all core workforce functions including capacity planning, short term forecasting, scheduling, real time monitoring and resource management. This role is responsible for measuring performance and progression of metrics by gathering, monitoring, and analyzing data (e.g., arrival patterns, contact volume, service level/abandon, shrinkage, occupancy, utilization, schedule adherence, AHT).  The analyst will lead projects that will guide strategic decisions and uncover optimization opportunities to effectively manage contact drivers as well as performance trends. This position requires a high-level of critical decision-making capabilities as well as strong analytical and communication skills to coordinate and collaborate across multiple teams and sites.

How your role contributes to the success of Vivid Seats:

  • Effectively administer the workforce management platform by providing analysis and maintaining historical data to ensure optimum productivity and operational results are accurately reported.
  • Drive resource optimization by working cross-functionally to dig into trends, surface insights, provide recommendations, and implement changes to enhance productivity.
  • Responsible for short term forecasting, intra-day management, tactical planning and schedule adjustments, historical and driver-based trend analysis to achieve service level goals and key performance indicators on a daily and weekly basis across multiple sites and teams.
  • As needed, they will manage day-to-day operations through a combination of real-time performance management, agent utilization management, and intermediate reporting and insights delivery.
  • Passion for learning: the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance.  You have the ability to adapt and evolve.
How your role expectations will progress as a Workforce Management Analyst in the first 30, 90, and 180 days:

30 days in
  • Complete new hire orientation, gaining the resources you need to be successful.
  • Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
  • Acclimate to team and company norms, business objectives, and Vivid Seats values.
  • Establish a strong understanding of core systems and key terms.
  • Become familiar with workflow and allocation of skill-based resources to support business goals.
  • Shadow and assist peers with queue management and operational efficiency processes.
90 days in
  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Build and maintain internal and external relationships to achieve progress and advance objectives.
  • Independently manage Real Time Adherence (RTA), queue activity, and service levels across multiple lines of business worldwide.
  • Utilize real time and historical data to direct Leadership and Operation teams on short term scheduling and staffing needs.
180 days in
  • Play an active role in continued learnings to advance skill sets necessary for team goals.
  • Ensure schedule and historical data integrity by maintaining accuracy of agent information and maintenance of scheduling tool. 
  • Identify and determine required staff based upon volume and make recommendations for recruitment.
  • Initiate and promote continuous improvement efforts for existing processes and responsibilities, individually and with peers.
  • Demonstrate ability to drive business objectives by influencing operational leaders and agent behaviors.
What You’ll Bring:
  • 3-4 years of WFM experience in a centralized call center environment with demonstrated exposure to real-time service level management, forecasting and scheduling.
  • Demonstrated competency in dealing with all levels of stakeholders. You are passionate about building strong relationships across operations with a focus on service for our customers. 
  • Strong quantitative, analytical, and technical aptitude. Required experience working with a WFM tool suite (experience with IEX is strongly preferred).
  • Ability to work under pressure, meet deadlines and be accountable for performance. You will use facts and data to drive decisions, especially when things are busy.
  • Ability to multi-task, be detail oriented and demonstrate strong organizational skills. You will constantly assess the priorities of your workload.
  • Experience adapting how you communicate in written form. You convey thoughts and concepts effectively, accurately, and concisely.  You can effectively use real-time messaging.
  • Proactive approach to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.
  • Ability to work independently, establish priorities and demonstrate good judgment skills.
Our Commitment:

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.