Business Analyst, Support Operations

About this role

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company believes live events are powerful experiences that unite humans. With technological savvy and a fan-first attitude, the organization is simplifying and modernizing the ticketing industry.

The Workforce Services team plays a crucial role in identifying and driving effective and efficient customer, broker, client, and agent experiences. As a Business Analyst, this role will use an analytical mindset to dig deep into some of the Support department’s biggest opportunities, uncovering important insights that can be leveraged to improve the overall performance of customer, broker, and client support technology and processes.

In this role, the individual will work with stakeholders from the Marketplace Operations, Product, Inventory, Data Science, and Finance teams to collect, present & analyze data in a way that identifies opportunities for improving how the organization supports its customers, brokers, clients, and agents.

The scope of projects for this role will vary, but will focus mostly on using data to help inform recommendations and decisions related to customer, broker, and client support strategies. This role will play a key part in turning data into actual insights that can be acted upon by teammates across the organization.

Key Responsibilities

• Own and maintain support and workforce data sets across tools and systems, ensuring accuracy, consistency, and accessibility for both individual and team performance data
• Develop, maintain, and distribute recurring reporting and dashboards on key workforce and support metrics (e.g., staffing, forecast accuracy, adherence, attrition, productivity, contact rates, performance, operating costs)
• Analyze complex data from multiple internal and external sources to id...