Workforce Analyst at Eventbrite

THE CHALLENGE

Customer Experience is critical to the success of Eventbrite, with a global team available 24/7 to troubleshoot, problem solve, and exceed expectations through delivering a delightful experience to organizers and consumers that is educational, empowering, and effortless. And we do it all at scale, closely monitoring service level goals, productivity and customer satisfaction as the team continues to grow across multiple locations (Mendoza, Cork, Melbourne, and Nashville).

THE TEAM

Partnering daily with Customer Experience leadership, this role sits in the Business Operations team. We are responsible for supporting the Sales and Services teams by managing the infrastructure that helps them achieve global revenue targets and provide best in class customer experience. We are a small but mighty team focused on driving global consistency and excellence through process improvement and analytics to uncover actionable insights – both at the strategic and tactical levels.

THE ROLE

The Workforce Analyst ensures the most efficient use of staffing resources to meet customer demands, optimizing for shift, channel, and language. This role will own agent scheduling and real-time adjustments for a global workforce of front-line agents and managers, conducting analysis to continually improve forecasting and process. The ideal candidate is highly organized, detail-oriented, and passionate about driving efficiency within the Customer Experience team.

YOU WILL

Build and maintain schedules, adjusting for holidays, leave, training sessions, product launches, and special eventsMonitor real-time multi-channel contact traffic and staffing, driving urgent action as needed to ensure service level goals are metRefine the Real-Time Playbook, partnering with site leads to ensure consistent global real-time monitoring and required actionFacilitate global policy and process alignment leveraging existing technology or providing recommendations for additional toolsCreate robust reporting and provide analysis on trends, including contact volume, resource allocation and agent performance, providing business insights to leadershipIdentify recommendations to optimize the workforce (e.g. changes to scheduling, hiring needs, risk mitigation)Assist with forecasting future staffing requirements based on historical data, seasonality, anticipated events, etc.Present summaries of variance between forecasts and real-time adjustments, identifying and documenting root-cause to enhance future forecast accuracy

THE SKILL SET

    • 1-3 years experience in workforce management and/or real time management for contact centers
    • Familiarity with call center dynamics, including staffing, queues, and performance measurements
    • Adaptable to changing needs and situations in a fast-paced environmentHighly motivated, highly organized, detail- and results-oriented
    • Effective, direct, clear, and concise verbal and written communication
    • Proven analytical and quantitative skills with an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analysis
    • Required Skills: Excel or equivalent software
    • Preferred Skills: Workforce management software, Salesforce Service Cloud, Genesys, SQL, Tableau or equivalent software

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks.
In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, on-site services, and much more.

We care about your mental health and wellbeing

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And if you like sports, we have our wellness program to pay for your gym expenses.
Ongoing training and career development is an important part of our culture
We offer unlimited access to courses in Udemy, language exchange programs, internal training, Briteling talks, workshops and weekly sessions with our CEO

Work-life balance is extremely important to us

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.
We are currently working on becoming compliant with the new regulations in Colorado. Until we are able to do so, this role cannot be performed in Colorado

ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it's an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.

IS THIS ROLE NOT AN EXACT FIT?

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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.
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