Planning Lead

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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Published on 22 May 2024

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 Lead Customer Service - AU & NZ Fan Support will be reporting to the Senior Manager - Planning & Workforce, this role will be responsible for supporting the delivery of specialist projects, business reviews and operational support requirements for the Contact Centre.

This role will be responsible for creating and developing and maintaining short, medium, and long-term forecasting to ensure SLA’s are met whilst working closely with the Planning & Operations Manager to establish effective global resource sharing models and processes.

Operationally, it will be responsible for the smooth running of the day to day contact centre operation- ensuring a good service is provided to stakeholders, working with those stakeholders to overcome any obstacles that may threaten that service, providing accurate and timely reports.

To ensure the continued development and success of the centre you will challenge the norm on a regular basis, you will be comfortable and confident to question and amend processes, procedures and ways of working to deliver better results.

What You Will Be Doing

• Use statistical models to create daily / weekly / monthly contact centre forecasts using inputs from multiple sources to ensure staffing levels are optimal in order to meet all SLA requirements.
• You will be the direct line manager for the Planning Assistant in AU/NZ.
• Identify any processes that may impact the businesses reputation, suggesting alternative solutions and overseeing implementation of these solutions. 
• Monitor incoming contact drivers / trends and feed this into the operations team.
• Ensure we are adequately staffed across all workstreams and call out any concerns/gaps.
• Liaise with the training team on any areas/gaps where we require further training.
• Proactively make recommendations to improve fan experience.
• Work with relevant technical teams to introduce any new processes.
• Respond to any business disruption affecting Fan Support and assist in solutions.
• 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.
• Use BI tools to analyse data from various sources; highlighting trends, contact drivers and actionable insights.
• Work closely with your peers, offering support and guidance when required.
• 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.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Has a thorough knowledge of Contact Centre and practices.
• Have a good understanding of Zendesk and Five9.
• Has experience of planning within a contact centre environment.
• Has a thorough understanding of all Contact Centre Departments including Fan Support, and Client Support. 
• 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 Helpdesk.

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, in order to generate new ideas and innovative solutions.
Organises 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.
Promotes a positive and friendly culture and demonstrates ethical behaviour.
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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