Senior Manager, Analytics and Process Improvement
Who We Are
Vivid Seats is the fastest-growing online marketplace for sports, theatre, and concert tickets. We are dedicated to providing our customers with the best ticket buying experience in the industry. Our marketplace site processes millions of transactions per year and enable fans to attend their favorite concerts, sports and theatre events. We are one of the fastest growing technology businesses in Chicago and we are looking for leadership to help us continue to scale.
Senior Manager, Contact Center Analytics
We are seeking an energetic and driven Senior Manager, Analytics and Process Improvement, to join our evolving 500+ seat Contact Center team. You will be responsible for managing teams consisting of Reporting & Analytics and Operations Process & Technology. You will be expected to lead regular deep dive analysis into current contact center capabilities and then converting those analyses into actionable items that shape the future of the Contact Center organization (strategy). This role will work closely within all Contact Center teams and be the liaison between Technology and Product teams.
To be successful in this role, you will need to be a strong leader, have strong project management skills, the ability to deploy multiple projects in a fast-paced environment. You understand and study contact center technologies and industry trends.
Areas of Contribution & Ownership
- Management and leadership of performance metrics include contact reduction/efficiency, staffing utilization/workforce management, and process improvements including IVR management
- Monitor the Service Level Agreements (SLA), improving contact performance, use of resources and the adoption of new proven technologies to reduce contacts, increase efficiency and improve the Customer experience
- Actively contribute to the overall contact center leadership operational targets, as well as our daily business decisions
- Support the Fraud team with analysis using industry tools (Accertify) including financial analysis around post-process costs
- Engage in leading and inspiring others to think outside of the box and develop best practices in the performance of the Contact Center
- Help with scoping and then deliver results against that work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
- Drive strategic initiatives and support the development of long-term growth plans and profitability goals
- Analyze and recommend emerging industry trends, expansion opportunities, viability of outside business partners, internal business performance and business process improvement
- Provide input to strategic decisions that affect the functional area of responsibility; May give input into developing the budget
Attributes of the Successful Candidate
- Bachelor's Degree (Business, Finance Operations Management or Information Science preferred); MBA a strong plus.
- Minimum of 7+ years’ experience in a fast-moving Customer Service operation, Six Sigma/LEAN or Operational Management in a Contact Center environment
- Advanced Microsoft Excel skills; SQL strength a minimum requirement; Python experience a plus
- Experience with customer service management tools, InContact preferred as well as large analytics platforms and data visualization programs
- Experience with Accertify a strong plus
- Strong project management skills in an e-commerce/technology environment is a plus
- Strong problem-solving and analytical skills
- Ability to think creatively, highly-driven and self-motivated
- Highest of accuracy and precision; highly organized
- Articulate with excellent verbal and written communication skills
- Demonstrated ability to work with team members across an organization
- Ability to work quickly and accurately under time constraints and against deadlines
What We Offer:
Vivid Seats offers competitive compensation, individual and team-based bonus opportunities, aggressive promotion timelines, and a variety of workplace perks. Specifically, staff has access to discounted event tickets, frequent in-office catered meals, office happy hours, team outings, company gym membership, subsidized healthy meal and snack programs. Standard benefits include medical/dental/vision/life insurance, paid family leave, 401(k) plan with employer match, flexible hours and paid time off, and transit plan discounts.
Vivid Seats is an equal opportunity employer. Vivid Seats prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information.