Job Summary:
JOB DESCRIPTION – OPERATIONS & PROJECT MANAGER - RUGBY WORLD CUP
Location: Sydney, Australia
Division: Fan Support
Line Manager: General Manager, Fan Support – Australia and New Zealand
Contract Terms: 24-month Fixed Term, 38 hours per week
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 Operations & Project Manager is responsible for monitoring the various volumes and workstreams within the Fan Support Operation for Rugby World Cup. These workloads include our digital, non-digital platforms. They will have primary ownership to improve effectiveness and ensure that our contractual obligations are met. This role will be responsible for not only maintaining agreed performance metrics and KPIs, but also 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
Implement, mature and scale the Rugby World Cup Customer Service Function, working with stakeholders in the UK to provide world-class service to our RWC fans. This includes, but is not limited to:
Hiring
Zendesk Experience
Tools Implementation
Troubleshooting Tools and Technology
Agent Knowledge Base Building
Creation of Macros
Development of Fan FAQs
Development of any client specific, fan facing requests
Manage the operations of the sales and servicing functions as it pertains to the Rugby World Cup events
Manage and ensure adequate coverage of staff members throughout every required stage of Rugby World Cup
Ensure all agreed performance metrics and KPIs are met and if not, calling out the reason early and proactively with both internal and external stakeholders
Have a confident understanding of Zendesk, smart help and outlier forms and how data can be used
Monitor, measure, report and communicate on operational issues, opportunities and achievements within agreed formats and timescales.
Monitor incoming contact drivers / trends and find opportunities where automation or bulk processing could be utilized
Proactively make recommendations to improve fan experience, using agent performance metrics to make informed decisions
Respond to any business disruption affecting CS and assist in solutions
Actively prevent unnecessary contact by troubleshooting fan issues by getting ahead of the problem
Provide operational support to departments as necessary using experience and knowledge to support the management of that department during whatever challenge they are facing.
Liaise and co-ordinate with all internal and external stakeholders (including Rugby World Cup) on a regular basis to maintain relationships and effective working processes.
Be proactive, make recommendations to continuously improve the Fan experience including the internal service, putting solutions into practice.
Accept problematic, escalated calls and determine resolution
Work on projects to identify areas requiring change; develop strategies for improvement and implement these strategies in a timely manner
Ensure all staff have the required tools and information to service all customers
Availability to work across all operating hours required, including weekend as required by business operations.
Additional duties in line with business needs and requirements.
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.
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 working with clients
High-level of stakeholder management experience and expertise
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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