Planning Assistant

Planning Assistant

JOB DESCRIPTION – Planning Assistant

Location: Taguig City, Philippines Division: Fan Support Line Manager: Senior Manager, APAC Workforce Planning Contract Terms: Permanent, 40 hours per week

THE TEAM Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show. At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our sales and service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once.

THE JOB The Planning Assistant role is responsible for ensuring the Customer Service departments across both our internal teams and outsource partner are running at peak efficiency.

The role will monitor and drive real time performance against SLA’s across all our contacts channels, making changes and recommendations to react to the changing day to day landscape.

Finally, it will also hold some responsibility for maintaining reports and responding to requests to the planning department from Fan Experience and business stakeholders.

WHAT YOU WILL BE DOING

• Complete forecasting and scheduling reports

• Complete daily, weekly and monthly reports

• Review staffing and take appropriate action as require

• Complete planning requests emails

• Construct and maintain agent schedules

• Monitor and drive real time performance against SLAs

• Schedule agents off-line activities as requested

• Liaise with Management team about any absence or patterns of behaviour concerns.

• Proactively manage activities on real time basis, optimising call handling capacity and offline activities.

• Change agent skill sets to react to fluctuating incoming call traffic

• Monitor agent performance to agreed thresholds and escalate instances of high-wrap/ outbound/ call-avoidance/ other non-adherence etc to Team Managers.

• Monitor absence (and communicate to Team Managers), update relevant systems and liaise with the operation to agree amendments to planned activity for the day.

• Provide intra-day Management Information to operation on Contact Centre performance supported with commentary on variance to plan. (Shrinkage/Attendance/AHT/ Forecast deviation etc).

• Provide accurate ad-hoc reports within agreed deadlines encompassing various elements of contact centre performance.

• Make recommendations to operational management to improve KPIs.

• Support other areas of the Planning &