Planning Assistant – Fan Experience

Job Summary:

THE TEAM

Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show. At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our sales and service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once.

THE JOB

The Planning Assistant role is responsible for ensuring the Customer Service departments across both our internal teams and outsource partner are running at peak efficiency.

The role will monitor and drive real time performance against SLA’s across all our contacts channels, making changes and recommendations to react to the changing day to day landscape.

Finally, it will also hold some responsibility for maintaining reports and responding to requests to the planning department from Fan Experience and business stakeholders.

WHAT YOU WILL BE DOING

• Complete forecasting and scheduling reports
• Complete daily, weekly and monthly reports
• Review staffing and take appropriate action as require
• Complete planning requests emails
• Monitor and drive real time performance against SLAs
• Schedule agents off line activities as requested
• Lease with Management team about any absence or patterns of behaviour concerns.
• Proactively manage activities on real time basis, optimising call handling capacity and off line activities. 
• Change agent skill sets to react to fluctuating incoming call traffic – Sales and Service.
• Monitor agent performance to agreed thresholds and escalate instances of high wrap/ outbound/ call avoidance/ non adherence etc to Team Managers. 
• Monitor absence (and communicate to Team Managers), update relevant systems and liaise with the operation to agree amendments to planned activity for the day.
• Provide intra-day Management Information to operation on Contact Centre performance supported with commentary on variance to plan. (Shrinkage/ Attendance/ AHT/ Forecast deviation etc). 
• Provide accurate ad-hoc reports within agreed deadlines encompassing various elements of contact centre performance.
• Make recommendations to operational management to improve KPIs.
• Support other areas of the Planning & general contact centre function.
• General Planning administration tasks as required.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Has a good knowledge of Contact Centre processes and practices.

• Has a good understanding of all Contact Centre Departments including Customer Services, and Client Support.
• Conducts thorough searches for information when reviewing procedures or problems.
• Excellent time management skills and a high level of accuracy.
• Has a good understanding of all Customer Service touch points and contact channels including Phone, Email, Social Media and Helpdesk .
• Experience of working to tight deadlines and changing pressures.
• Excellent verbal and written communication skills.
• Attention to detail.

YOU (BEHAVIOURAL SKILLS)

• A focus on meeting company set KPIs.
• Motivated by targets and tight deadlines – shows a sense of urgency.
• Uses initiative and takes a proactive approach to resolve issues.
• Demonstrates creativity and innovation.
• Confidence in making decisions.
• Ability to adapts and react effectively to change.
• Capable of influencing and negotiating with others.
• A highly motivated and conscientious individual.
• Excellent team building skills.
• Maintains positive working relationships and promotes a positive and friendly culture.
• A flexible approach to work and shift schedules.

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.