Workforce Analyst

As a member of the Marketplace Services Workforce team, the Workforce Analyst plays a key role in short- and medium-term scheduling and staffing for teams within Marketplace Operations. The Workforce Analyst will be responsible for ensuring key teams (e.g., Support, Risk Operations and BPO) are effectively staffed through forecast and budget modeling and maintenance while ensuring staffing coverage to meet both volume and initiative-based requirements. This will include working closely with leaders of these teams and Workforce to regularly review current and future needs and coverage gaps, providing helpful insights to guide coverage decisions. This role reports to the Manager, Workforce and will partner closely with the Workforce and Support teams to ensure they’re able to make data-driven decisions.

• 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

• 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

• 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

The salary range for this role is $59,000 - $85,000 USD. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!

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