Planning Assistant

Ticketmaster; Philippines; On-site; PHP 280,000 - 360,000; Full time

Job summary

Ticketmaster in the Philippines seeks a Planning Assistant to ensure Customer Service teams operate at peak efficiency across internal and outsourced partner groups. You will monitor real-time performance against SLAs, implement changes, and maintain reports for Fan Experience and stakeholders.

You will support forecasting, scheduling, staffing reviews, and agent scheduling, collaborating with Management to address absences and optimize call handling capacity.

Qualifications

• Good knowledge of contact centre processes and practices.
• Thorough searches for information when reviewing procedures or problems.
• Excellent time management skills with high accuracy.
• Understanding of customer service touchpoints across channels.
• Exposure to Excel/spreadsheeting operations.
• Experience meeting tight deadlines and adapting to changing pressures.
• Excellent verbal and written communication.
• Motivated by targets with a sense of urgency.
• Proactive approach to resolving issues.

Responsibilities

• Complete forecasting and scheduling reports.
• Complete daily, weekly and monthly reports.
• Review staffing and take appropriate action as required.
• Construct and maintain agent schedules.
• Monitor and drive real time performance against SLAs.
• Schedule agents off-line activities as requested.
• Liaise with Management about absences or patterns of behaviour.
• Proactively manage activities on real time basis, optimizing call handling.
• Monitor agent performance to thresholds and elevate issues.

Skills

Communication skills

Time management

Attention to detail

Analytical thinking

Proactive problem solving

Deadline-driven

Initiative

Multi-channel support

Tools

Excel

Job description

The Planning Assistant role is responsible for ensuring the Customer Service departments across both internal teams and outsource partner are running at peak efficiency. The role will monitor and drive real time performance against SLAs across all contact channels, making changes and recommendations to react to the changing day to day landscape. It will also hold responsibility for maintaining reports and responding to requests to the planning department from Fan Experience and business stakeholders.

Key responsibilities

• Complete forecasting and scheduling reports
• Complete daily, weekly and monthly reports
• Review staffing and take appropriate action as required
• Construct and maintain agent schedules
• Monitor and drive real time performance against SLAs
• Schedule agents off-line activities as requested
• Liaise with Management team about any absence or patterns of behaviour concerns
• Proactively manage activities on real time basis, optimising call handling capacity and offline activities
• Monitor agent performance to agreed thresholds and elevate instances of high-wrap/outbound/call-avoidance/other non-adherence to Team Managers

About you

• Good knowledge of Contact Centre processes and practices
• Conducts thorough searches for information when reviewing procedures or problems
• Excellent time management skills and a high level of accuracy
• Good understanding of all Customer Service touch points and contact channels including Phone, Email, social media and Helpdesk
• Exposure to Excel/Spreadsheeting
• Experience of working to tight deadlines and changing pressures
• Excellent verbal and written communication skills
• Motivated by targets and tight deadlines with a sense of urgency
• Uses initiative and takes a proactive approach to resolve issues

About us

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. 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.