Real-Time Contact Center Planner

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

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.