Senior Director, Workforce Planning and Forecasting

Job Description

Location: Manchester, UK

Division: Global Contact Centers

Line Manager: VP Insight & Planning, Fan Experience

Contract Terms: Permanent 40 hours per week

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, e-commerce 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 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.

THE JOB

The Senior Director, Workforce Planning & Forecasting will direct all of aspects of the Planning cycle- from Forecasting, Scheduling and Real Time Management, working across all markets to establish an agile workforce in conjunction with our BPO Partner. You will hold responsibility for a workforce of 1500+ across 32 countries- using your expertise to set annual budgets for these markets whilst ensuring resources are correct to meet demand and service levels.

The role will also work with other members of our Global Fan Experience leadership team, contributing to our global initiatives across multiple functions and Global regions and markets.

WHAT YOU WILL BE DOING
• Oversee the creation of long-range resource forecasts, using historical trend data allied with a deep understanding of contact drivers, to accurately predict people requirements and to inform budget planning and estate / partner strategy across all 32 markets.
• Lead teams running effective Global mid-range resource forecasting process, centered around a 'lock' process, to define as accurately as possible, the internal and partner resource requirements, including strong stakeholder engagement and governance / decision-making arrangements.
• Lead on the implementation and use of a Global Workforce Management system, ensuring efficient usage of workforce, streamlined processes and management self-service.
• Preside over the implementation and operation of flexible and agile real time management processes, to adapt quickly to fan demand and unexpected circumstances or variances to plan.
• Create rigorous learning processes so that variances to forecast are understood and improvement actions identified and applied.
• Create and document institutional knowledge about our workforce and share such knowledge with relevant team members and stakeholders.
• Represent the Planning function as the most senior member in Annual budget setting and monthly budget reviews.
• Ensure Planning best practices are aligned and implemented across all markets.
• Direct a team of high performing Planning Leaders, ensuring a culture of ownership and accountability amongst them and their teams.
• Represent the Planning function in high level projects within Fan Experience and the wider business, utilising experience and expertise to be a key voice in all aspects of these projects from formulation to completion.

WHAT YOU NEED TO KNOW (or Technical Skills)
• 10+ years of Contact Center Leadership Experience, leading complex Planning and Forecasting Functions.
• Vast Experience in planning and forecasting technologies, methodologies and best practices.
• Proven experience in working with and overseeing Contact Centre outsource partners.
• Familiarity with the complex technical aspects of contact center reporting, contact routing, and various other contact center technologies.
• Proven record of leading and developing a diverse team with varying operational responsibilities.
• Preferred experience of implementing workforce management technologies.
• Ability to manage employees remotely located.
• Strong understanding of, and ability to manage, the various operational variables associated with contact center success.
• Strong understanding of contact center budgeting and operational analysis and ability to delivery results withing budgetary constraints.
• Strong relationship building skills with partners and clients (internal and external).

YOU (Behavioural Skills)
• Respected Leader – Recognized by direct reports for consistency in support, guidance, and trustworthiness. A leader who motivates a team through hard work, commitment, and willingness to learn/understand, makes every effort to create a path for employees to grow and succeed and creates and supports a culture of accountability.
• Motivated Learner – An individual motivated by new challenges and opportunities.
One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
• Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from; show recognition and appreciation for the contributions of others.
• Demonstrated ability to build and motivate an effective team and desire to continuously improve employee satisfaction.
• Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
• Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service

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

#LI-Hybrid
#TM
#LI-CG1

Jobcode: Reference SBJ-g44y4q-18-117-252-232-42 in your application.