Ticketing Assistant Manager

4 days ago

Singapore Ticketmaster Full time

Ticketing Assistant Manager - Ticketing Operations
The Ticketing Operations team is key to maintaining a strong and connected client relationship, both internal and external, and plays a critical role in the development and implementation of ticketing strategies to maximize sales and to ensure a smooth operational process during events.
The Ticketing Assistant 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
In this role, you will play a pivotal part in ensuring the smooth and efficient operation of our Box Office on Event days as well as support the Call Centre by ensuring we consistently meet and exceed customer satisfaction standards in daily operations. Reporting to the Head of Operations, you will assist with daily tasks, support staff training and development, event coordination and help implement best practices for customer engagement to improve overall efficiency. Additionally, the role will involve providing various coordination and support functions, including equipment and administrative assistance. You will collaborate closely with various departments to streamline processes, improve productivity, and contribute to strategic decision-making.
You will play a key role in 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. With a focus on building relationships and solving problems, a major priority is to shape the customer experience by identifying their needs and to provide the best solution possible through highly competitive customer service, driving overall business success.
WHAT YOU WILL BE DOING
Assist the Head of Operations with supervising daily operations of the Ticketing (Customer Service) Team/ Call Centre in an appropriate, cost-effective way and promote a positive and safe working environment.
Improve operational management systems and work on processes and best practices to identify areas requiring changes; consult the Head of Operations to develop strategies for improvement and implement these strategies in a timely manner.
Handle escalated customer inquiries and resolve issues promptly and effectively.
Coordinate interdepartmental communication and collaboration to streamline processes such as event information and sales guidelines for the Call Centre and to ensure that all staff have the required tools and information for seamless communication and service delivery to all customers.
Assist in the recruitment and selection of staff in consultation with the Operations Assistant Manager, Ticketing Operations and to train, mentor, and develop customer service representatives to ensure they deliver excellent support.
Develop and implement processes for inventory management and equipment utilization.
Support event management initiatives and ensure timely execution of operational requirements.
Complete payroll for casual staff on a monthly basis, monitoring overtime and authorising any timesheets.
Work closely with Head of Operations in improving workflows and processes and to monitor customer service metrics and performance goals to evaluate team efficiency.
Provide ad-hoc reports when required as well as other general administrative duties as delegated by the Head of Operations.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Ticket office experience - minimum of 3-5 years of experience in ticket office operations, preferably in the sporting or multi-purpose event marketplace.
Experienced with customer service role, with at least 2 years in a supervisory position.
Familiarity with computerized ticketing systems.
Proficiency with data processing and Microsoft Word, Excel and other standard applications.
Flexibility to work various shifts, nights, weekends and holidays as required.
Strong interpersonal skills and communication skills in the English language for effective customer and team interactions.
Proven leadership skills and ability to effectively manage staff and efficiently work with clients and management in a cooperative manner.
YOU (BEHAVIOURAL SKILLS)
Makes critical and 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 changes.
Organize time effectively and plans for future needs, maximizing the use of available resources with a keen attention to detail and the ability to multitask in a fast-paced environment.
Can lead and inspire with clear communication of goals and expectations to others.
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 home life. 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.
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