Contact Centre Team Manager

Job Summary
Location
: Manchester, UK

Division
: Contact Centre

Line Manager: T
eam Manager (Fan Support)

Contract Terms:
Permanent, Full-Time

THE TEAM
Managing a team of 15 – 20 agents. The main function of the Contact Centre management team is to support staff in effectively and efficiently achieving their KPIs in line with Contact Centre targets. To achieve this, you will be working and collaborating with our other in-house teams, but not limited to Quality teams, continuous improvement teams, and planning, focusing on driving a great Fan Experience.

THE JOB
To manage a Team of Contact Centre Agents to achieve KPI targets through supporting and developing the team whilst also enhancing your skills. To drive performance, sales and service excellence and continuous improvement whilst improving quality and customer satisfaction to ensure new and existing customer loyalty and brand confidence.

What You Will Be Doing
People and Leadership

• Effectively leading and performance managing a team of contact centre agents
• Holding 121's and performance reviews
• Managing and maintaining accurate records of absence, lateness, conduct and employee development in line with company policies and procedures, working with the HR department
• Coaching and developing contact centre agents to maximise performance in line with SLA's and KPI's

Coaching and Development

• Providing quality evaluations and coaching support for contact centre agents
• Identifying training needs and working in partnership with the Training Department to ensure that team members have the skills to carry out their roles effectively
• Developing, supporting and working within our Operation Excellence model.

Operational Excellence and Continuous Improvement

• Utilisation, analysis, and generation of statistical and operational reports and respond quickly to trends and issues identified through customer contact
• Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience
• Building and maintaining a positive working culture which promotes the delivery of Service Excellence, ensuring the department always provides the highest level of service to ensure customer confidence.
• Positively embracing and promoting the effective implementation of change within the contact centre

Team Collaboration

• Supporting the Recruitment Team by taking an active part in the call centre recruitment process
• Developing and maintaining relationships with other departments to ensure accurate and up-to-date knowledge of current operational and customer issues.
• Working closely with the Resource Planning Team – ensuring that lines are serviced within designated hours and in accordance with the needs of the business and within the agreed service standards. Supporting Real Time with Duty Manager cover where applicable and ensuring necessary adherence from contact centre agents
• Communicating information out to internal and external customers
• Handling urgent or escalated customer enquiries and authorising compensation for dissatisfied customers.
• Undertaking other duties as required by management

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Proven experience in managing a team within a call centre environment and effectively managing a team through periods of change
• Strong people management skills
• Confident in all areas of performance management
• Coaching experience within a target-driven environment
• Experience in interviewing/recruiting
• Ability to plan and allocate resources to meet ever-changing demands of the business.
• Knowledge of HR/Employee relations practices
• Previous experience of working to KPI's and SLA's in a target-driven workplace
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Knowledge of Ticketmaster-related applications (desirable)
• Understands the business environment and stays abreast of issues and events that have an impact of the business and the industry

You (behavioural Requirements)

• Excellent time management and organisational skills
• Problem solving and analysis
• Sales focus
• Effective communication at all levels
• Ability to maximise performance through Coaching and Development
• Ability to continuously improve Service Excellence
• Working on initiative
• Strong communication, presentation and report writing skills.
• Ability to work under pressure and meet deadlines.
• Ability to maintain positive working relationships and promote a positive and friendly culture

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

EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.