Senior Manager - Real Time Delivery Manager EMEA in Manchester

Location: Europe - Flexible, or United Kingdom (Hybrid)

Division: Ticketmaster UK

Line Manager: Senior Director, Workforce Planning and Forecasting

Contract Terms: Permanent, 40 hours a week

The Senior Real Time Delivery Manager – EMEA is responsible for leading real‑time service delivery across a global, multi‑channel contact centre environment. This role ensures that customer demand is met efficiently and effectively through proactive intraday management, strong governance of BPO partners, and alignment between forecasting, scheduling, routing, and real‑time execution.

You will act as the central point of accountability for intraday performance, service stability and fan experience across EMEA markets, ensuring delivery remains within forecast bandwidth while balancing cost, efficiency and fan outcomes. This role is a critical part of the Fan Experience team as we move toward a global, digital‑first, agile Contact Centre environment.

What You Will Be Doing

• Own real‑time performance across EMEA, delivering against SLA, ASA, backlog, and forecast bandwidth targets
• Maintain control of backlog across all channels, particularly digital, ensuring recovery plans are defined and executed
• Manage delivery against forecast bandwidth at interval level, balancing over/under delivery and commercial impact
• Ensure alignment between scheduled capacity and actual demand distribution
• Direct and govern real‑time interventions executed by BPO partners (e.g. break movement, shift extensions, reallocation, overtime)
• Lead cross‑market resource reallocation, dynamically moving capacity to meet demand
• Optimise utilisation of shared and flexible resource pools across regions
• Act as primary escalation point for all real‑time delivery issues across BPO partners
• Hold partners accountable for schedule adherence, responsiveness, and execution of agreed actions
• Lead daily and intraday performance calls, ensuring clear communication of risks, actions, and outcomes
• Partner with forecasting, planning, and scheduling teams to ensure alignment between plan and real‑time execution
• Develop and lead a team of analysts, building capability and driving continuous improvement
• Partner with Regional Heads of Fan Experience to contribute to long‑term strategy and operational design

What You Need to Know (Technical Skills)

• Proven experience in Workforce Management, specifically in real‑time/intraday operations
• Strong understanding of omnichannel contact centre environments (voice, chat, email)
• Experience managing real‑time delivery across multi‑market, BPO‑led environments
• Strong analytical capability, with the ability to interpret complex data and translate into action
• Strong working knowledge of WFM and routing tools (e.g. Peopleware, Five9, Zendesk)
• Experience producing operational insight and performance reporting
• Experience managing outsource partners and performance governance
• Proven experience of leading, coaching, motivating and developing a Resource & Planning team, ideally within a Contact Centre environment

You (Behavioural Skills)

• Respected Leader – Recognised by direct reports for consistency in support, guidance and trustworthiness, and for motivating a team through hard work, commitment and willingness to learn.
• Motivated Learner – An individual motivated by new challenges and opportunities, always willing to take on greater responsibility and drive change for improved results.
• Collaborator – Shares information openly, listens, empathises and understands others, and shows recognition and appreciation for the contributions of others.
• Team builder – Demonstrated ability to build and motivate an effective team and continuously improve employee satisfaction.
• Change enabler – Motivated to improve and guide operational and technical change that enhances fan experience and satisfaction.
• Results‑driven – Energetic, creative and hardworking, with a commitment to the highest quality of care and service.

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 encourage you to develop your professional and personal aspirations, enjoy new experiences and learn from the talented people you will be working with. It is 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.