Contact Center Analyst

Job Description

Location: Manchester, UK or Texas, USA

Division: Contact Centre

Contract Terms: Permanent, Full time

THE TEAM

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. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show. At Ticketmaster Fans come first. We care passionately about our fan's interactions 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.

The Fan Experience (FX) Analyst role sits within the Fan Experience Team. The team is responsible for 23 Contact Centres and Offshore BPO partners, we work across the world interacting with fans in 17 different languages using a large variety of tools and technology to help understand and support fans and clients needs.

THE JOB

The FX Contact Centre Analyst is responsible for supporting the work of the Fan Experience team and the wider business, maximising the value we generate from our data. Our aim is to create a singular, friction free experience for fans when interacting with our products and teams. You will work across our data landscape to transform our data into actionable insights that create opportunities to improve our Fans experiences.

WHAT YOU WILL BE DOING
• Conduct hands on modelling/advanced analytics retrieving, compiling, and analysing large volumes of data from disparate sources.
• Undertake research and use a range of data sources to help bring the fan journeys to life, with a view to create opportunities that encourage adoption and engagement into the Fan Experience strategy across the wider business.
• Working with key stakeholders, delivery and project leaders, you will help to deliver or manage delivery of analysis though all stages of the project lifecycle including scope definition, and business cases for key strategic initiatives across the Fan Experience business.
• Working closely with technology, insights and operations functions across the Fan Experience team to prioritise the workload, researching data, creating optimum opportunities.
• Drive alignment across stakeholders, tracking and reporting against a set of global business performance data.
• Co-ordination with the Fan Experience team to understand the business demand and support functional initiatives to drive actions as a result of the business insights.
• Effectively communicate the underlying story of your analytics, helping to see your recommendations through to execution.
• Contribute to strategic planning, helping design and implement plans to improve the Fan Experience.
• Provide quantifiable data and recommendations on customer experience matters to support and influence organisational strategy, decisions and initiatives.
• Continually review and benchmark against our competitors, the service industry.

WHAT YOU NEED
• Experience in demonstrating outstanding analytical skills in a contact centre environment.
• Outstanding communication skills verbal and written providing compelling stories from analytical research.
• High attention to detail, and proven ability to manage multiple competing priorities simultaneously.
• Assertive yet professional demeanour, persistence and willing to lead the way, comfortable and confident in challenging and questioning the norm.
• Extraordinary team player and ability to thrive in a fast paced, high growth, entrepreneurial environment where quality, innovation, speed of decision making, and execution are critical to organizational success.
• Passion for the customer and constantly curious.
• Experience of business modelling and customer journey mapping, or process mapping.
• Numerate and logical; adept at performing basic statistical analysis.
• Excellent knowledge of using Microsoft PowerPoint & Excel and creating professional presentations.

DESIRED
• Experience of working with centralised reporting platforms (e.g. DOMO, Tableau)
• Experience in using online survey tool software (e.g. Qualtrics, Vantage Point, Adobe Survey or others)
• Experience of modelling scenarios to solve complex problems

YOU (BEHAVIOURAL REQUIREMENTS)
• Analytics experts will have the critical ability to turn insights into business building ideas. They will help us create value for Ticketmaster.
• Persuasive Storyteller: You will be working on analytics that will be presented to Ticketmaster leaders across all functions and to third parties (leagues/teams/resellers). Translating and simplifying the data into true insights that will drive business strategy and change third party behaviour is essential.
• Cross functional team player: We value transparency and helping one another. It's how we roll. There is no ''me'' culture. Communication across the entire team will lead to greater individual success.
• Strategic thinker: The Strategy team is responsible for identifying, analysing and communicating long term opportunities. You'll need to be able to think big!
• Strong communication skills with ability to translate complex ideas into easily understood insights.
• Can-do attitude and the determination to achieve results.
• A focus on meeting company set KPIs.
• Enjoys working at pace in a fast-moving and constantly changing environment.
• Ability to connect ideas and do things differently.
• Productive team member, collaborating with all teams and at all levels of the organization

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

Jobcode: Reference SBJ-d21yk7-18-218-127-141-42 in your application.