Operational Response Manager

Job Summary:

THE TEAM

The Fan Support team at Ticketmaster care passionately about our fan’s interactions across our Marketplace, none more so than the interactions with our customer support teams. And as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best in class interactions with our brands.

THE JOB

The Operational Response Manager is responsible for monitoring the various volumes workstreams within the Fan Support Operation. These workloads include our digital, non-digital platforms. They will have primary ownership to improve effectiveness. This role will be responsible for automations, identifying contact opportunities and implementing solutions as needed. To ensure the continued development you will challenge other areas of the business to amend processes and procedures.

WHAT YOU WILL BE DOING

• Proactively monitor RPA (Robotic Process Automation) queues day to day, ensuring tickets are being processed correctly

• Identify reasons for RPA errors and provide any quick fixes.

• Provide reporting on performance and volumes real time.

• Develop a good understanding of Zendesk, smart help and outlier forms and how data can be used.

• Work with Client Support Team to identify fan issues with upcoming events.

• Regularly monitor performance of autoreplies, including CSAT and FCR statistics, finding opportunities to refine wording

• Monitor incoming contact drivers / trends and find opportunities where automation or bulk processing could be utilized

• Proactively make recommendations to improve fan experience

• Work with relevant technical teams to introduce any new processes

• Respond to any business disruption affecting CS and assist in solutions

• Actively prevent unnecessary contact by troubleshooting fan issues (mobile, PAH issues for example), dip checking on large events.

• Strong working knowledge of Amelia running reports, analysing data and make recommendations to business leaders to improve fan experience and improve deflection.

• Provide operational support to departments as necessary using experience and knowledge to support the management of that department during whatever challenge they are facing.

• Accurately map processes for automation. Highlighting areas of concern and potential cost savings.

• Liaise with internal departments to implement and thoroughly test automations.

• Liaise and co-ordinate with all internal departments on a regular basis to maintain relationships and effective working processes.

• Be proactive, make recommendations to continuously improve the Fan and client experience, including the internal service, putting solutions into practice.

• Monitor, measure, report and communicate on operational issues, opportunities and achievements within agreed formats and timescales.

• Liaise with other functional/departmental managers to understand all aspects and needs of development, and to ensure they are fully informed of operational objectives, purposes and achievements.

• Identify organisational gaps and any potential business disruption.

• Ensure all team members are participating and communicating effectively.

• Additional duties in line with business needs and requirements.

• Work with Service Improvement team to support operationally with any technology projects they are looking to implement such as staffing, supporting the manager of that department with the change and supporting the manager of that department with initial additional workload.

• To adhere to quality management, safety and environment company policies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Has a thorough knowledge of Contact Centre/Fulfilment processes and practices.

• Has a thorough understanding of all Contact Center Departments including Customer Services, and Client Support.

• Proven experience using Zendesk

• Strong leadership and communications skills.

• Conducts thorough searches for information when reviewing procedures or problems.

• Excellent time management skills and a high level of accuracy.

• Experience in taking complex datasets and statistical analytical techniques to produce actionable outputs.

• Has a thorough understanding of all Customer Service touch points and contact channels including Phone, Email, Social Media and Service Resolution Team.

YOU (BEHAVIOURAL SKILLS)

• A strong collaborative ability to interact, influence and present to operational leaders

• Has an inquisitive mind and proactive nature, will think innovatively, creatively and challenge existing processes when reviewing procedures or approaching problems

• Carefully considers the impact of a broad range of related issues or factors and considers alternatives when suggesting resolutions.

• Makes decisions in a timely manner, considering both the immediate and long-term consequences, applying logic in all instances

• Responds with flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity or rapid change

• Demonstrates ethical behaviours and adapts own behaviour to take account of others’ expectations

• Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.

• Organizes time effectively and plans for future needs.

• Seeks to understand the business environment in which we operate and stays abreast of issues and events that have an impact on the business and industry.

• Displays ability to learn, change, and innovate.

• Carefully weighs the impact of a broad range of related issues or factors.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.