Business Analyst, Support Operations

SeatGeek believes live events are powerful experiences that unite humans. 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 to improve overall performance of customer, broker, and client support technology and processes.

Responsibilities:

• 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

Requirements:

• 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)
• 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
• Experience with data visualization tools (e.g., Tableau, Looker, or similar) is highly desirable