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Role Description

The Workforce Services team plays a crucial role in identifying and driving effective and efficient customer, broker, client, and agent experiences. As a Business Analyst, you will use an analytical mindset to dig deep into some of the Support department’s biggest opportunities, uncovering important insights that can be leveraged to improve the overall performance of our customer, broker, and client support technology and processes. In this role, you will work with stakeholders from the Marketplace Operations, Product, Inventory, Data Science, and Finance teams to collect, present & analyze data in a way that identifies opportunities for improving how we support our customers, brokers, clients and agents.

The scope of projects for this role will vary, but will focus mostly on using data to help inform recommendations and decisions related to our customer, broker, and client support strategies. You will play a key role in turning data into actual insights that can be acted upon by your teammates across the organization.

• Own and maintain support and workforce data sets across tools and systems, ensuring accuracy, consistency, and accessibility for both individual and team performance data.
• Develop, maintain, and distribute recurring reporting and dashboards on key workforce and support metrics (e.g., staffing, forecast accuracy, adherence, attrition, productivity, contact rates, performance, operating costs).
• Analyze complex data from multiple internal and external sources to identify trends, root causes, and actionable insights that inform decisions on support operations, product automation strategies, process changes, and fan, client, and broker experience.
• Evaluate existing business processes and identify opportunities for optimization and automation. Provide written and visual summaries of findings and present findings to senior leadership as needed.
• Develop process maps, workflows, and documentation for current and future-state operations.
• Monitor and investigate key workforce and support KPIs, proactively surfacing unusual patterns, resolving data quality issues, and completing high-quality ad hoc analyses and reporting requests for stakeholders.
• Collaborate with operations teams to complete ad hoc reporting and analysis requests related to business challenges and opportunities like contact, drivers, quality, cost, or performance. Helping surface where SeatGeek teams should focus their efforts to help reduce operational expenses where possible and appropriate.

Qualifications

• 3+ years of experience in data analysis, business analysis, workforce management, customer service operations.
• Experience with reporting and analytics in customer service tooling (e.g., Zendesk, Salesforce, Playvox, Talkdesk or similar).
• Experience with data analysis tools and techniques (e.g., advanced Excel, SQL basics, or similar).
• Experience with data visualization tools (e.g., Tableau, Looker, or similar) is highly desirable.
• Strong proficiency in Google Suite, specifically Google Sheets.
• Strong analytical and critical thinking skills, with a keen attention to detail.
• Excellent organizational and time management skills; able to manage multiple projects and deadlines.
• Clear, concise written and verbal communication skills.
• Ability to synthesize data and present findings to various audiences with clear trends and recommendations.
• Collaborative team player with a proactive approach to problem-solving.

Benefits

• 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.
• Student loan matching program.
• Health, vision, dental, and life insurance.
• Up to $25k towards family building, reproductive health services, and Gender-affirming care.
• $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.