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Business Analyst, Support Operations

2 hours, 24 minutes ago
United States
Full-time
Mid Level
Business Analyst
Data Science and Analytics
Looker Salesforce SQL Tableau
Apply Now
SeatGeek

SeatGeek

SeatGeek is a ticket search engine that enables users to find and purchase tickets for live sports, concert, and theater events. Founded in 2009, SeatGeek offers a Deal Score feature to help users find the best ticket deals, interactive seating charts ...

Media
251-1K
Founded 2009
$400M raised
View All Jobs 13

Description

  • Own and maintain support and workforce data sets across tools and systems to ensure accuracy, consistency, and accessibility.
  • Develop, maintain, and distribute recurring reports and dashboards on workforce and support metrics.
  • Analyze data from multiple internal and external sources to identify trends, root causes, and actionable insights.
  • Evaluate business processes and identify opportunities for optimization and automation.
  • Prepare written and visual summaries of findings and present recommendations to senior leadership.
  • Develop process maps, workflows, and documentation for current and future-state operations.
  • Monitor key workforce and support KPIs and proactively surface unusual patterns and data quality issues.
  • Complete high-quality ad hoc analyses and reporting requests for stakeholders.
  • Collaborate with operations teams on reporting and analysis related to contact drivers, quality, cost, and performance.

Requirements

  • 3+ years of experience in data analysis, business analysis, workforce management, or customer service operations.
  • Experience with reporting and analytics in customer service tools such as Zendesk, Salesforce, Playvox, or Talkdesk.
  • Experience with data analysis tools and techniques such as advanced Excel, SQL basics, or similar.
  • Experience with data visualization tools such as Tableau or Looker is highly desirable.
  • Strong proficiency in Google Suite, especially Google Sheets.
  • Strong analytical and critical thinking skills with strong attention to detail.
  • Excellent organizational and time management skills, with the ability to manage multiple projects and deadlines.
  • Clear, concise written and verbal communication skills.
  • Ability to synthesize data and present findings to different audiences with clear trends and recommendations.
  • Collaborative team-player mindset with a proactive approach to problem-solving.

Benefits

  • Discretionary annual bonus.
  • Flexible work environment with the option to work remotely full-time or spend as many days in the office as desired.
  • WFH stipend to support home office setup.
  • Unlimited PTO.
  • Up to 16 weeks of fully paid family leave.
  • 401(k) matching and a student loan matching program.
  • Health, vision, dental, and life insurance.
  • Up to $25,000 toward family building, reproductive health services, and gender-affirming care.
  • $500 per year for wellness expenses.
  • Subscriptions to Headspace, Headspace Care, and One Medical.
  • $120 per month for tickets to live events.
  • Annual subscription to Spotify, Apple Music, or Amazon Music.
  • Salary range of $86,000 to $124,000 USD.

Interested in this position?

Apply directly on the company website

Apply Now

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