Senior Planning Lead, Fan Support

Job Description

Location: Manchester, United Kingdom
Division: Ticketmaster UK
Line Manager: Senior Planning Manager
Contract Terms: Permanent, Full-Time
THE JOB
As the Senior Planning Lead, you will play a pivotal role in ensuring the efficient allocation of resources within our global operation, contributing to our success and fan satisfaction.
WHAT YOU WILL BE DOING
• Own the planning cycles and processes that support production of the plan
• You will be responsible for building and developing robust resource plans (1 – 12 weeks) in line with operational targets and objectives
• Optimise resource planning and scheduling processes to achieve service levels
• Provide outsource interval requirements
• Support impact assessment for change projects
• Responsible for the impact assessment of risks and opportunities to the plan and engage with relevant parties to ensure these are effectively communicated
• Showcase simplified plans to engage senior stakeholders
• Review plan performance and provide appropriate commentary
• Work closely with your peers, offering support and guidance when required.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Significant experience in contact centre planning and multi-channel resource planning cycles.
• Excellent time management skills and a high level of accuracy.
• Effective communication and presentation abilities
• Proven experience in identifying performance trends and making improvement recommendations.
• Has a thorough understanding of all Customer Service touch points and contact channels, including Phone, Email, Live Chat
• Proficient in data analysis
• Continuously improves knowledge of best practice within the industry
YOU (BEHAVIOURAL SKILLS)
• A strong collaborative ability to interact, influence and present to operational
leaders
• Has an inquisitive mind and proactive nature, will think innovatively, creatively
and challenge existing processes when reviewing procedures or approaching
problems
• Carefully considers the impact of a broad range of related issues or factors and considers alternatives when suggesting resolutions.
• Makes decisions in a timely manner, considering both the immediate and long-term consequences, applying logic in all instances.
• Responds with flexibility, positivity and resilience when faced with multiple
demands, shifting priorities, ambiguity or rapid change
• Demonstrates ethical behaviours and adapts own behaviour to take account of others' expectations.
• Asks appropriate questions to ensure understanding, to generate new
ideas and innovative solutions.
• Organises time effectively and plans for future needs
• Seeks to understand the business environment in which we operate and stays abreast of issues and events that have an impact on the business and industry.
• Displays ability to learn, change, and innovate.
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.

APPLICATION CLOSING DATE: EOD FRIDAY 10 OCTOBER
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Jobcode: Reference SBJ-3691kn-216-73-216-181-42 in your application.