Customer Service and Operations Manager

Job Description

THE TEAM

The Operations Manager will work in an environment responsible for the implementation, support and troubleshooting of Ticketmaster Singapore's ticket technology supporting all operational needs and Call Centre. Supporting Head of Operations in working closely and collaboratively with both clients and internal stakeholders ensuring systems and process are delivered to ensure not only a positive client experience but also positive customer experience.

THE JOB

As the Operations Manager you will be a vital part of the Operations team to ensure box office event days' operations are smooth and providing support to Sports Hub Event Control Room team. You will be required to manage the Call Centre team and are responsible for ensuring that all Call Centre targets, Service Level Agreements and departmental KPIs are consistently achieved, tracked and effectively reported, with areas for improvements identified and actioned.

WHAT YOU WILL BE DOING
• You will manage and lead the Customer Service Team and the day-to-day Call Centre operations
• You will plan and manage operations during events as required and appointed outlets across Singapore
• You will be coordinating event details and sales guidelines for the Call Centre
• You will ensure that the Call Centre is adequately and effectively staffed in line with business needs, liaising with internal departments on a regular basis to ensure understanding; forecasting and escalating any shortfalls and making adequate recommendations for remedies so that decisions on future staffing needs can be made in a timely manner
• You will be handling customer challenges and/or concerns as they relate to ticket sales and policies
• You will be responsible for keeping customer service staff apprised of key event and sales information in order to provide the best possible customer service

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Extensive ticket office experience, preferably in the sporting or multi-purpose event marketplace
• Experienced with part time staff scheduling
• Familiarity with computerized ticketing systems
• Proficiency with data processing and Microsoft Word, Excel and other standard applications
• Ability to work nights, weekends and holidays as required
• Strong interpersonal skills and communication skills in the English language
• Proven leaderships skills and ability to effectively manage staff and efficiently work with clients and management in a cooperative manner

YOU (BEHAVIOURAL SKILLS)
• Makes high quality decisions in a timely manner, considering both the immediate and long-term consequences of decisions.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organises time effectively and plans for future needs, maximising the use of available resources.
• Clearly conveys goals and expectations to others; steps forward to confront difficult issues.
• Demonstrates ethical behaviours.

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

CULTURE

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster.

Ticketmaster is the world's largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.

Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.



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Jobcode: Reference SBJ-rzqb67-18-119-131-178-42 in your application.