Workforce Management- Scheduler

Operations/Contact Center 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 Scheduler 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:

  • Responsible for successful schedule generation (7 to 14 days out), correcting issues that may cause errors, manually adjusting work rules and availability pre and post generation.
  • Execute all onboarding and offboarding processes including updating internal records and IEX agent profiles. Responsible for updating and maintaining accurate agent data within WFM software.
  • Analyze weekly occupancy metrics to determine placement of routine offline activities (1:1s, Meetings, Trainings) to ensure weekly staffing levels are met factoring in shrinkage and risks while meeting QA and TL support requirements.
  • Proactively identify behavior patterns that represent agent work-avoidance or other bad practices. Escalate the issues to management and build out additional tools and processes to monitor and track.
  • Gather insight from broader WFM team to identify incoming contact pattern changes. Develop and administer volume contingency action plans as deemed necessary and appropriate for schedules up to 14 days out.
  • Responsible for weekly WFM KPIs for a specific group of agents. Partner and provide guidance to RTAs that are managing tactical intraday schedule management.

How your role expectations will progress as a Scheduler 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.
  • Become familiar with schedules and KPIs across all Lines of Business for Operations.
  • Gather information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks.

90 days in 

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
  • Manage schedule requirements up to 14 days out by generating and maintaining schedules across operations.
  • Provide creative solutions for weekly programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment.
  • Recognize, communicate and problem solve challenges and areas of improvement during, and after weekly schedule.
  • Responsible for executing 1-2 small projects that are focused on improving WFM operations, standardization, and effectiveness.

180 days in  

  • Apply methods to execute individual tasks that positively impacts the team.  
  • Play an active role in continued learnings to advance skill sets necessary for team goals.
  • Identify patterns that represent agents work-avoidance or other bad practices.
  • Review and adjust schedule rules, patterns, shifts across various teams in operations up to 14 days out
  • Oversee processes and responsibilities for all-time off requests while administering staff scheduling in a fair and consistent manner.
  • Performing continuous process improvement across all processes needed to run the scheduling functions. Identify solutions that can be used to automate existing processes.

What You’ll Bring: 

  • Desire to participate in an active, fast-paced, hands-on work environment.
  • Ability to work independently with little direct supervision.
  • Ability to prioritize and meet tight deadlines
  • 2+ years working as a Scheduler or Real Time Management Analyst in a multi-skill, multi-channel, multi-site contact center.
  • Problem-solving, analytical skills and the ability to balance multiple tasks simultaneously. Excellent interpersonal skills and integrity with strong customer service skills.
  • Strong intellectual curiosity, and the ability to work both independently and as a team to provide solutions to complex problems.
  • Must be technically savvy with Microsoft Office skills including proficiency with Outlook, PowerPoint and Excel (formulas, table and conditional formatting, pivot table reporting).
  • Experience and interest in using JIRA, Looker, Slack, Guru and WFM software. NICE WFM (IEX) scheduling system experience preferred.

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; snack allowances; and a variety of additional workplace perks.