Team Supervisor

THE TEAM

The Contact Centre team are responsible for managing large quantities of customer queries through inbound/outbound calls and via email in a timely and efficient manner. A major priority is to identify customer needs and provide the best solution possible.  

THE JOB

The Contact Centre Team Supervisor provides effective leadership, direction, and motivation of staff to meet customer service standards and corporate objectives.

The Contact Centre Team Supervisor provides high quality competitive customer service by empowering staff through the development of a team culture and a performance management approach. 

WHAT YOU WILL BE DOING 

• Manage the operations of the sales and servicing functions within the Contact Centre as required.
• Implement a performance-based culture in the Contact Centre by determining performance targets, a performance management and reporting system 
• Promote a positive working environment for all Contact Centre staff
• Accept problematic calls from Customer Care Advisor’s and determine resolution or need for escalation.
• Work on projects to identify areas requiring change; develop strategies for improvement and implement these strategies in a timely manner in collaboration with the Planning Assistant.
• Ensure all staff have the required tools and information to service all customers ie: maps / cheat sheets etc
• Represent the Contact Centre in meetings when required
• Ensure call flow and wait times are being met by monitoring of Custom View 
• Monitor, evaluate and subsequently manage Customer Care Advisors to ensure required levels of customer service are maintained at all times whilst taking into consideration both agreed service levels and budgetary costs
• Assist in the recruitment and selection of staff in consultation with the Head of Fan Experience and Human Resources Department. 
• Communicate Contact Centre rostering requirements to the Workforce Planning Coordinator to ensure business needs are met, taking into consideration contract requirements, agreed service levels and budgetary costs
• Effectively train, coach and motivate the Contact Centre team members and ensure ongoing training, career and personal development and motivation within the team
• Empower personnel to take ownership of customer enquiries and provide superior service by making decisions and taking responsibility   
• Recognise staff strengths to determine suitable candidates for other areas of Contact Centre operations.

WHAT YOU NEED TO KNOW 

• Interpersonal Skills - Ability to relate to people on all levels by quickly establishing rapport and displaying patience where necessary.
• Organisational Skills - Proven ability to effectively manage time to ensure training deadlines and business needs are met.
• Results Orientated - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and effectively applying effort and resources, combined with passion, belief and energy.
• Computer Literacy - Ability to use Microsoft Office based computer packages including Word, Excel & PowerPoint. Typing skills with high accuracy
• Communication - Demonstrating strong communication skills, both written and verbal. Clarity and confidence when presenting/training.  Effective listening skills are also paramount.

What do we offer?

• Ticket perks to our events
• Flexible working environment
• Health & Wellbeing activities and programs, including free counselling
• Investment in your personal career development and training
• To be part of a global, innovative and exciting business!

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.

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