Real Time Analyst
Wfm
Posted on 4/3/2024
INACTIVE
Vivid Seats

501-1,000 employees

Online marketplace for live event ticketing and rewards
Company Overview
Vivid Seats stands out as a leading online ticket marketplace due to its commitment to connecting fans with their favorite live events, artists, and teams, offering one of the broadest selections of events and tickets in North America. The company's competitive advantage lies in its proprietary software and unique technology, which power both the consumer and business ecosystem for live event ticketing. Additionally, its industry-leading Vivid Seats Rewards program, which allows all fans to earn on every purchase, and proactive communication strategy, offering exclusive offers and updates, contribute to a customer-centric culture.

Company Stage

N/A

Total Funding

$350.3M

Founded

2001

Headquarters

Chicago, Illinois

Growth & Insights
Headcount

6 month growth

3%

1 year growth

11%

2 year growth

38%
Locations
Coppell, TX, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
CategoriesNew
Operations & Logistics
Supply Chain Management
Transportation & Distribution
Requirements
  • 3+ years of experience in a centralized call center environment with demonstrated exposure to real-time service level management.
  • Experience with WFM system preferred.
Responsibilities
  • Monitor and manage Intraday activity: Real-Time Adherence (RTA), queue activity and agent utilization to achieve interval service level goals across various teams.
  • Act as a point of contact for assessing and responding to escalated issues (tech issues, outages) within established turnaround times.
  • Administer volume contingency action plans as deemed necessary and appropriate for same-day events, including adjustments to routing profiles and VTO/OT/make-up hour recruitment.
  • Deliver intraday and ad-hoc reporting related to the performance of each site including shrinkage, occupancy, and outstate usage.