eBay Workforce Analyst in Madrid, Spain
Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.
StubHub’s purpose is to connect people through inspiring event experiences. We connect fans with their favorite teams, shows and artists and introduce them to the ones they'll love next. As the largest ticket marketplace in the world, we enable fans to buy and sell tickets to tens of thousands of events, whenever they want, through our desktop and mobile experiences, including our StubHub app for iPhone, iPad, Apple Watch and Android. Offering a superior fan experience at its core, StubHub reinvented the ticket resale market in 2000 and continues to lead it through innovation. Our industry firsts include the introduction of the first ticketing application, the first interactive seat mapping tool and the first live entertainment rewards program, Fan Rewards™. Our business partners include more than 130 properties in MLB, NBA, NHL, MLS and NCAA, plus AEG, AXS and Spectra Ticketing & Fan Engagement. With the acquisition of Ticketbis in August 2016, throughout the world, StubHub provides the total end-to-end event going experience. StubHub is an eBay company (NASDAQ: EBAY). For more information on StubHub, visit StubHub.com at http://www.stubhub.com/ or follow @StubHub on Twitter at https://twitter.com/stubhub , Facebook at https://www.facebook.com/Stubhub and Instagram or YouTube.com/StubHub.
StubHub One – We act as one team in pursuit of connecting people through inspiring event experiences.
At StubHub, we are:
Driven – We strive for excellence – constantly improving our game
Courageous – We are bold & not afraid to challenge the status quo
Inventive – We see what others don’t & pioneer new paths
Richly Diverse – We recognize & respect everyone as a unique individual
Brand – We experience the world through StubHub
Determines and communicates work schedules and resources for various emails/chat/phone queues across the organization.
Works with site leaders to ensure adequate staff, coverage by interval, as well as, to develop contingency plans during times of peak demand
Develops and maintains short and long term forecast/capacity plans and ensures sufficient staff and facilities are available during peak periods
Analyzes historical call/emails/chats trends and pro-actively communicate this information to leadership and implement the appropriate corrective action plans
Reviews short-term forecasts prepared and communicate required staffing levels to leadership to ensure service levels are maintained
Coordinates periodic review of contact arrival patterns and metrics driving schedule performance (e.g. AHT, adherence, occupancy, etc.). Develops and distribute reports to the leadership team to track trends in these areas
Reviews and analyzes the monthly, quarterly and yearly Front Line Performance Reports
Ensures Stubhub Customer Service is scheduled optimally andefficiently. In addition, the successful candidate will be helping to develop staffing models to deal with peak time periods as the schedule dictates
Manages team objectives, training requirements and career development
Coaches and develops by accurately accessing strengths and development needs of employees, giving timely and specific feedback, as well as challenges direct reports to optimize performance
Creates and maintains a quality work environment that motivates team members to perform at their highest levels and affects positive employee and business partner relationships
Analyzes current volume trends, headcount, hiring plans and reporting as well as strategic planning to recommend solutions based on business needs
Partners with Operations teams to build high level staffing plans for call center staff to meet service level and profitability goals
Interfaces with client and internal contacts as needed to review and discuss volume impacting issues with a focus on required accurate call volume, email, chat and social media forecasting
Analyzes volume trends to determine forecasts for the company’s clients
Analyzes volume drivers by source, handle time, and root cause in order to effectively identify event avoidance opportunities as well as trend changes impacting the forecast/plan
Collaborates with Manager of Intraday to ensure optimal employee and customer experience
Contributes to the analysis, problem solving and planning of the overall WFM strategy, including long and short term planning
View our accessibility info at https://www.ebayinc.com/accessibility/
eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at firstname.lastname@example.org. We will make every effort to respond to your request for disability assistance as soon as possible.