Real Time Analyst (RTA)

How your role as a Real Time Analyst contributes to the success of Vivid Seats: 

• 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 point of contact for assessing and responding to escalated issues (tech issues, outages) within established turnaround times. Responsible for coordinating key activities to ensure minimal downtime. 
• Administer volume contingency action plans as deemed necessary and appropriate for same day events, including but not limited to adjustments to routing profiles and VTO/OT/make up hour recruitment. 
• Complete same day exception request, break and lunch schedule optimization, and respond to ad-hoc requests within appropriate turnaround times. 
• Deliver intraday and ad-hoc reporting related to the performance of each site including but not limited to shrinkage, occupancy and outstate usage. 

How your role expectations will progress as a Real Time Analyst in the first 30, 90, and 180 days: 
 
30 days in 

• Complete new hire orientation, gaining the resources you need to be successful. 
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers. 
• Acclimate to team and company norms, business objectives, and Vivid Seats values. 
• Establish a strong understanding of core systems and key terms. 
• Become familiar with workflow and allocation of skill-based resources to support business goals. 

90 days in 

• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. 
• Build and maintain internal and external relationships to achieve progress and advance objectives. 
• Communicate non-adherence in real time at the employee and Team Lead level for immediate correction/resolution. 
• Provide daily reporting and real time updates to Team Leads regarding outstate activities, occupancy, and agent behavior. 

180 days in 

• Play an active role in continued learnings to advance skill sets necessary for team goals. 
• Demonstrate ability to drive business objectives by influencing operational leaders and agent behaviors. 

• Lead daily leadership calls, identifying opportunities from prior day, provide recommendations for improving efficiency. 
• Attend weekly review calls with broader WFM team to discuss and improve upon effectiveness and execution of WFM plans and processes. 

What You’ll Bring: 

• 3+ years of experience in a centralized call center environment with demonstrated exposure to real-time service level management. Experience with WFM system preferred. 
• Passion for building strong relationships across operations with a focus on service for our customers.  
• Ability to work under pressure, meet deadlines and be accountable for performance. Analytical mindset. You will use facts and data to drive decisions, especially when things are busy. 
• Ability to multi-task, be detail oriented and demonstrate strong organizational skills. You will constantly assess the priorities of your workload. 
• Experience adapting how you communicate. You convey thoughts and concepts effectively, accurately, and concisely. You can effectively use real-time messaging. 
• Proactive approach to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action. 
• Ability to work independently, establish priorities and demonstrate good judgment skills. 
• Passion for learning: the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance. You have the ability to adapt and evolve. 

Schedule and Training: 

• Schedule is Mon-Fri and can vary from the following hours: (7:00-4:00pm, 8:00-5:00pm, 9:00-6:00pm). Schedule will consist of all three hours and change on business needs. Schedule will be made 2 weeks in advance. 
• Training will be your first 3 weeks all in office Mon-Fri 8:30-5:00pm. Once training is complete you will begin your department schedule/hybrid model. 

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