Director, Fan Support

Job Description

JOB DESCRIPTION – Director, Fan Support

Location: North America

Division: Fan Support

Line Manager: Vice President, Fan Support

Contract Terms: Permanent, Fixed Term, 40 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 Director Fan Support, is responsible for the delivery of the service provided by our outsourcing partner. They will manage KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) as defined by the business. They will have primary ownership of the partner relationship, performance, and agent quality output for all the lines of business. This role will be a part of the Fan Support reporting to the VP of Fan Support. This person will help deepen the relationship with Ticketmaster and the BPO.

WHAT YOU WILL BE DOING
• Ensure high quality service delivery and drive operational excellence for both digital and non-digital volume.
• Support and implement continuous quality improvement techniques and performance across all functions and help prioritize areas for continuous improvement efforts.
• Oversee primary BPO relationship(s) and support the BPO partner(s) and work closely with their leadership to create best in class processes, communicate goals and organizational priorities to relevant parties as needed. Responsible for regular reviews of current and identify any required improvement plans to ensure they remain aligned and focused to achieve organizational goals and strategy. Make recommendations to the Senior Leadership Team.
• Collaborate with cross functional teams to create a collaborative environment that supports alignment across delivery, quality assurance, training, communication, and reporting.
• Manage and effectively coach staff, providing guidance on best practices, conducting performance evaluations, issuing disciplinary actions, participating in recruitment efforts and delegation of work assignments to team members.
• Responsible for identifying gaps in the training content and quality of deliverables by CNX agents and partner with 3rd party management to address identified gaps;
• Drive continuous improvement efforts across process to result in improved performance metrics;
• Partner with the Planning and Resource teams to ensure effective scheduling, resulting in meeting or exceeding KPIs;
• Live and model the Ticketmaster culture for the offshore teams;
• Encourage a culture of sharing information, ensuring teams are able to deliver accurate and timely information;
• Review WBR, MBR and QBR meeting content to ensure visibility and accountability around performance is actively discussed in a solutions-oriented manner.
• This role will have two direct reports – Customer Service Managers – as they are solely responsible for the Concentrix (CNX) partnership.
• This role will be responsible for acknowledging and raising employee relations issues to the appropriate stakeholders (internal HR vs 3rd party HR) and adhere to and influence others to accept practices and approaches as described by the North American Employee Handbook.
• As an onsite leader, it is expected that this role will be an extension and the local face of Global leadership and thus must have the proven ability to influence and motivate others to perform at a high level.
• Occasional Travel, as needed, to international 3rd party partner locations to ensure the consistency of practices.

WHAT YOU NEED TO KNOW (QUALIFICATION AND TECHNICAL SKILLS)
• Minimum of 7+ years of direct outbound call center management experience;
• Experience successfully leading multiple remote sites;
• Thrive in a fast paced, multi-tasking, deadline driven environment;
• Experience working with BPO partnership
• Ability to overcome business challenges and offer a solutions-oriented approach to ensure a positive impact the way our people and teams perform;
• Ability to organize and manage multiple projects and priorities simultaneously, delivering on time results;
• Logical problem-solving skills, outstanding organizational skills and dedication to quality and performance;
• Strong interpersonal skills;
• Strong written, verbal and non-verbal communications skills in both Talagog and English.

YOU (BEHAVIOURAL SKILLS)
• Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high quality work on time and on task. Must be willing to take the time to do things right.
• Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.

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 EMPLOYMENT OPPORTUNITY

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

The expected compensation for this position is:
$108,000.00 USD - $135,000.00 USD
** Pay is based on a number of factors including market location, qualifications, skills, and experience.

Jobcode: Reference SBJ-g4n0w7-18-222-110-231-42 in your application.