Job Summary:

JOB DESCRIPTION – Ticketing Operations Manager

Location: Philippines - onsite

Contract Terms: Permanent - Full Time

Line Manager: Managing Director, Philippines

THE TEAM

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 ensure a smooth operational process during events.

The Ticketing Operations Manager will work in an environment responsible for the implementation, support and troubleshooting of Philippines ticket technology supporting all operational needs, Call Centre and Box Office.

Supporting the Managing Director in working closely and collaboratively with both clients and internal stakeholders ensuring systems and processes are delivered to ensure not only a positive client experience but also a positive customer experience.

THE JOB

This role is a vital part of the Ticketing Operations team; the primary responsibilities are to provide effective leadership, direction, and motivation of staff and to ensure the required support is provided to Call Centre and Box Office operations during event days.

In addition, the role will also provide a range of coordination and support functions including but not limited to resource management & administration support.

You are also required to competently manage the Call Centre team and are responsible for 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. A major priority is to identify customer needs and provide the best solution possible through highly competitive customer service.

WHAT YOU WILL BE DOING

• Manage and lead the Ticketing (Customer Service) and Operations Team
• Managing the day-to-day Call Centre and Box Office operations
• Plan and manage operations during events as required
• Managing the successful operation of appointed outlets across the Philippines
• Coordinating event details and sales guidelines for the Call Centre / Box Office
• Ensure that the Call Centre/ Box Office is adequately and effectively staffed in line with business needs, taking into consideration both agreed service levels and budgetary cost
• Liaise with internal departments regularly to ensure understanding; forecasting and escalating any shortfalls and making adequate recommendations for remedies so that decisions on future staffing needs can be made in a timely manner
• Undertake recruitment activities for Box Office and Call Centre as required
• Lead the new employee/ casuals onboarding process and ensure all mandatory new starter training is complete and ensure all employees/ casuals are adequately trained in all systems, policies and procedures.
• Coordinate learning and development needs of employees/ casuals, ensuring capability and confidence with all features of operative systems.
• Establish and document written policies and procedures for the call centre/ box office through a consultative approach.
• Respond to ad-hoc roster change requests, ensuring amendments are recorded are clearly communicated to staff and internal stakeholders.
• Complete payroll for casual staff on a monthly basis, monitoring overtime and authorising any timesheets.

• Handling customer challenges and/or concerns as they relate to ticket sales and policies
• Responsible for keeping staff apprised of key event and sales information in order to provide the best possible customer service

• Event follow-up both before and after launch
• Work closely with Managing Director in improving workflows and processes
• To provide ad-hoc reports when required
• Be available as a support person for staff with personal and/or professional issues
• An ability to work under pressure and meet tight daily, weekly and monthly deadlines. Upon instruction from the Managing Director, may also liaise directly with the promoter for each event with regards to the operational requirement of events.
• Other general administrative duties as delegated by the Managing Director.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Extensive ticket office experience – minimum of 3 years of management experience and 5 years in ticket office operations, preferably in the sporting or multi-purpose event marketplace
• Experienced in ticketing operations
• Experienced with part-time staff scheduling
• Familiarity with computerized ticketing systems
• Proficiency with data processing and Microsoft Word, Excel and other standard applications
• Ability to work nights, weekends and holidays as required
• Strong interpersonal skills and communication skills in the English language
• Proven leadership and people management skills and ability to effectively manage the professional requirements of internal and external customers. To lead by example; gather support from staff and work together to achieve desired outcomes.
• Demonstrated ability to accommodate and adapt to the changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence.  Deal with higher-level complaints and recognise the need for flexibility where applicable.

YOU (BEHAVIOURAL SKILLS)

• Makes high-quality decisions in a timely manner, considering both the immediate and long-term consequences of decisions. Possess a proactive focus to respond quickly and positively to ensure that business deadlines and needs are met.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.

• Organize time effectively and plan for future needs, maximising the use of available resources.
• Clearly conveys goals and expectations to others; steps forward to confront difficult issues.
• Demonstrates ethical behaviours.
• Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying the effective application of effort and resources, combined with passion, belief and energy.
• Ensuring internal and external customers’ needs are continually satisfied. Maintain and build strong customer relationships with current and future clients.

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.