Operational Response Manager

Ticketmaster; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Ticketmaster Melbourne is seeking an Operational Response Manager to monitor volumes workstreams within the Fan Support Operation across digital and non-digital platforms. You will own automation opportunities, identify contact opportunities and implement solutions to improve efficiency and fan experience.

You will lead cross-functional collaboration, refine processes, report on performance, and partner with technical teams to deploy new workflows.

Qualifications

• Has thorough knowledge of Contact Centre/Fulfilment processes and practices.
• Understands all Contact Center Departments including Customer Services 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.
• Understanding of all Customer Service touch points and contact channels including Phone, Email, Social Media and Service Resolution Team.
• Strong collaborative ability to interact, influence and present to operational leaders.
• Inquisitive mind, proactive, innovative, and able to challenge existing processes.

Responsibilities

• Proactively monitor RPA queues day to day, ensuring tickets are being processed correctly
• Identify reasons for RPA errors and provide any quick fixes
• Provide reporting on performance and volumes real time
• Develop a good understanding of Zendesk, smart help and outlier forms and how data can be used
• Work with Client Support Team to identify fan issues with upcoming events
• Regularly monitor performance of autoreplies, including CSAT and FCR statistics, finding opportunities to refine wording
• Monitor incoming contact drivers / trends and find opportunities where automation or bulk processing could be utilized
• Proactively make recommendations to improve fan experience
• Work with relevant technical teams to introduce any new processes
• Respond to any business disruption affecting CS and assist in solutions

Job description

The Operational Response Manager is responsible for monitoring the various volumes workstreams within the Fan Support Operation. These workloads include our digital, non-digital platforms. They will have primary ownership to improve effectiveness. This role will be responsible for automations, 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.

Key responsibilities

• Proactively monitor RPA (Robotic Process Automation) queues day to day, ensuring tickets are being processed correctly
• Identify reasons for RPA errors and provide any quick fixes
• Provide reporting on performance and volumes real time
• Develop a good understanding of Zendesk, smart help and outlier forms and how data can be used
• Work with Client Support Team to identify fan issues with upcoming events
• Regularly monitor performance of autoreplies, including CSAT and FCR statistics, finding opportunities to refine wording
• Monitor incoming contact drivers / trends and find opportunities where automation or bulk processing could be utilized
• Proactively make recommendations to improve fan experience
• Work with relevant technical teams to introduce any new processes
• Respond to any business disruption affecting CS and assist in solutions

About you

• Has a thorough knowledge of Contact Centre/Fulfilment processes and practices
• Has a thorough understanding of all Contact Center Departments including Customer Services, 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 Service Resolution Team
• 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

About us

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.