What are the responsibilities and job description for the Real Time Analyst (WFM) position at Vivid Seats?
Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2025, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.
How your role as a Real Time Analyst contributes to the success of Vivid Seats:
30 days in
Full Salary Range: $44,000 – $52,000 USD
https://corporate.vividseats.com/careers/
#IND
Our Commitment:
We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.
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.
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.
- 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.
- 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.
- 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: Tuesday-Saturday with Sunday/Monday off.
- Hours will be:
- Tuesday/Wednesday- 3:00pm-12:00am
- Thursday- 11:00am-8:00pm
- Friday/Saturday- 1:00pm-10:00pm
- In office days- Tuesday/Wednesday/Thursday
- Remote days- Friday/Saturday
- 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.
Full Salary Range: $44,000 – $52,000 USD
https://corporate.vividseats.com/careers/
#IND
Our Commitment:
We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.
Salary : $44,000 - $52,000
