Location: New York,NY, USA
**Sr. Specialist, Workforce Management**
at SeatGeek New York, NY or Remote **SeatGeeks customer baseand our Customer Experience (CX) teamare rapidly growing. As the voice of SeatGeek to our customers, our CX team is dedicated to providing ridiculously good experiences.You will play ahighly influential role in the departments efforts to match CX staffing to department needs as a member of the CX Operations team.**
Perfectly marrying the advanced forecasting work that occurs with the day-to-day, hour-to-hour needs and seasonal rhythms and growth of the department, you will find the balance between optimizing for efficiency and financial prudence as well as customer and employee experience.
**What you'll do**
* Lead role in staffing level forecasting efforts
* Optimize the Workforce Management tool, currently Agyle Time, to ensure accurate forecasting and data collection
* Master and streamline the key inputs associated with this forecasting, including Average Handle Times and Utilization rates per channel and per workforce, and more
* Play a key part in preparation and delivery of workforce modeling outputs related to semi-annual (sometimes more frequent) budgeting and forecasting exercises
* Work with all levels of leadership, both within and outside of Customer and Broker Experience department
* Align with key leadership of other departments to ensure accurate forecasting efforts related to expected and potential new business
* Own dissemination of information about Customer and Broker Experience progress towards Service Level Agreements, hiring goals, and operations strategies.
**Who you are**
* Experience leading workforce modeling and budget exercises for a Customer Support team, 1 year minimum
* Expert-level experience with various Customer Experience support tools and processes
* Experience working with other departments to complete cross-functional projects
* Self sufficiency; the ability to formulate/implement strategies with minimal supervision and direction is critical.
* Excellent communication with internal and external stakeholders
* Comfort leading meetings with all levels of the team and org as needed, including company all hands and executive meetings
* Comfort with data and interpretation, able to dive deep and present logical trends in an intelligent, holistic, and straightforward way
* Ability to find creative solutions/workarounds for new or complex problems and write documentation on how to handle in the future
* Experience managing one or more projects through to completion, meeting outlined deadlines and expectations
**Perks**
* Equity stake in a well-funded growth stage company
* A hybrid in-office approach, allowing you to work remotely a couple of days a week
* A WFH stipend to support your home office setup
* The ability to work from anywhere up to four weeks per year with SeatGeek on Tour
* Benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical
* A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
* $120 a month to spend on tickets to live events
* Annual subscription to Spotify, Apple Music, or Amazon music
*SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!*