At a Glance
- Tasks: Lead real-time service delivery in a dynamic, multi-channel contact centre environment.
- Company: Join Ticketmaster, the world's largest live entertainment company.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for personal growth.
- Other info: Inclusive culture that values diversity and encourages personal development.
- Why this job: Make a real impact on fan experiences while working with a passionate team.
- Qualifications: Experience in workforce management and strong analytical skills required.
The predicted salary is between 59576 - 70089 £ per year.
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 JOB
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 towards 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 (or 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 – Recognized by direct reports for consistency in support, guidance, and trustworthiness.
- Motivated Learner – An individual motivated by new challenges and opportunities.
- Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from.
- Demonstrated ability to build and motivate an effective team and desire to continuously improve employee satisfaction.
- Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
- Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service.
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. 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.
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Senior Manager - Real Time Delivery Manager EMEA employer: Warsawconcerts
At Ticketmaster, we pride ourselves on being a leading employer in the live entertainment industry, offering a dynamic and inclusive work culture that fosters collaboration and personal growth. Our commitment to employee development is reflected in our supportive environment, where you can thrive while working alongside passionate teams dedicated to delivering exceptional fan experiences. With flexible working options and a focus on work-life balance, we ensure that our employees feel valued and empowered to succeed in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Real Time Delivery Manager EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Warsawconcerts. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Warsawconcerts before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager - Real Time Delivery Manager EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Warsawconcerts:Your cover letter is your chance to shine! Tell us why you want to work at Warsawconcerts specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Warsawconcerts!
How to prepare for a job interview at Warsawconcerts
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
