Command Center Real Time Analyst
Vivid Seats is the largest independent online ticket marketplace, sending tens of millions of fans to live events. Experiences Matter. The importance of them is expanding rapidly as the industry continues to grow year over year. Working at Vivid Seats provides an opportunity to scale our best in class platform, allowing our fans to sit closer and see more.
At Vivid Seats, you will have the opportunity to work with the flexibility and the speed of a startup while operating at massive, profitable scale. We keep our teams lean, giving every single employee direct accountability to creating a positive ticket buying experience. We are relentless and move quickly to release new features and content to our applications daily. Your ideas are heard and implemented, your hard work rewarded. Being a part of our team means that you have the ability to drive impact and own the innovation that allows us to connect our tens of millions of unique monthly users to the memorable experiences that live events create.
As a Command Center Real Time Analyst, you will support and provide direction to operational leaders by monitoring real time efficiency and overall staffing management. You will be working with a variety of departments across the entire organization to achieve optimal service levels by monitoring call, chat and email routing queues. Our Analysts are reviewing results of service level and call volume forecast, identifying discrepancies and performing root cause analysis to develop recommendations to become more efficient with business volumes and maximize staffing effectiveness.
To be successful, you'll need
- A proven career working in a high-volume call center or workforce management
- Confidence to be able to communicate will all levels of personnel
- Analytical minds skilled in Excel and/or SQL
- Proficiency with NICE IEX or other scheduling platforms
- Ability to work on multiple projects simultaneously, and to function in project settings with minimal supervision
- Ability to communicate with discretion and professionalism, understanding when confidentiality is required
- Creativity, fearlessness and an unwavering commitment to putting our customer first
What We Offer
We are passionate about creating memorable experiences for our fans… and the best in class experience for our employees. Vivid Seats offers competitive compensation levels, individual and team-based bonus opportunities, generous benefits package and Flex PTO policy plus a variety of workplace perks. The most exciting one: We offer our employees $100 worth of credits each month to spend on Vivid Seats tickets along with promotional discounts. At the heart of it, we are all fans of great live events. We want to help you get there more often.
225 W Randolph, 30th Floor
Chicago, IL 60606