Fan Support Ops & Automation Lead

Ticketmaster Australasia Pty Ltd

City of Melbourne

On-site

AUD 90,000 - 140,000

Full time

2 days ago

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Job summary

Ticketmaster Australasia Pty Ltd is seeking an Operational Response Manager to oversee Fan Support workstreams for digital and non-digital platforms. You will own automation initiatives, analyze data, and drive improvements to reduce fan contact while enhancing overall experience.

You will monitor RPA queues, troubleshoot errors, and provide real-time performance reporting. Collaboration with client support and technical teams will be essential to optimise processes and ensure reliable fan

Qualifications

Thorough knowledge of Contact Centre/Fulfilment processes and practices.
Proven experience using Zendesk.
Strong leadership and communications skills.
Experience analyzing large datasets to produce actionable outputs.

Responsibilities

Proactively monitor RPA queues day to day to ensure tickets are processed correctly.
Identify reasons for RPA errors and provide quick fixes.
Provide real time reporting on performance and volumes.
Develop an understanding of Zendesk, smart help and outlier forms for data use.
Work with Client Support to identify fan issues with events.
Monitor autoreplies, CSAT and FCR, refine wording as needed.
Identify contact drivers/trends and opportunities for automation.
Recommend improvements to fan experience and business processes.
Collaborate with technical teams to implement new processes.
Assist in solutions during business disruptions affecting CS.