Senior Manager, APAC Workforce Planning

Job Summary:

JOB DESCRIPTION – Senior Manager, APAC Workforce Planning

Location: Philippines

Division: Fan Support

Line Manager: Senior Director, Global Workforce Planning & Forecasting

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.

THE JOB

The Senior Manager – Workforce Planning is a hands-on leadership role responsible for the day-to-day workforce management operation across the APAC operations. Working at the intersection of real-time management, scheduling and broader workforce strategy, this role ensures the operation runs smoothly, staffing is optimised and service levels are consistently met.

You will work closely with the operation, BPO partners and internal stakeholders, getting into the details where needed while also shaping smarter ways of working. You will be expected to challenge existing processes, drive continuous improvement and bring a proactive, solutions-focused mindset to everything you do.

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

Real-Time Management

• Own the real-time management of the APAC operations operation, monitoring intraday activity and ensuring service level targets are met across all channels and workstreams.

• Act as the first point of contact for intraday escalations, making swift decisions to rebalance resource and mitigate service impact.

• Monitor queue performance, agent adherence and contact volumes in real time, taking corrective action as required.

• Respond to business disruption events affecting Fan Support, working hands-on with the operation to identify and implement solutions quickly.

• Prepare for and manage peak periods including onsales and high-demand events, ensuring the operation is set up for success.

• Liaise with BPO partners through regular meeting cadence to maintain alignment on real-time performance, staffing and capacity.

Scheduling

• Build and maintain accurate schedules across all APAC workstreams, balancing operational requirements with agent availability and contractual constraints.

• Manage schedule change requests, exceptions and shrinkage to ensure coverage is maintained without unnecessary cost.

• Work closely with the training team to incorporate training time into schedules without compromising service delivery.

• Identify and call out scheduling risks or staffing gaps in a timely manner, proposing solutions before they become service issues.

• Continuously review and improve scheduling methodologies to drive greater efficiency and flexibility across the operation.

Workforce Strategy & Optimisation

• Act as direct line manager for the Planning Assistant – APAC, providing day-to-day direction, coaching and performance management.

• Identify opportunities to improve workforce processes, tools and ways of working, leading implementation from end to end.

• Monitor contact drivers and volume trends, feeding insights into the operations team and wider WFM colleagues to inform planning decisions.

• Accurately map processes to identify inefficiencies and opportunities for automation, highlighting potential cost savings.

• Liaise with internal technical teams to introduce, test and embed new WFM tools or process improvements.

• Proactively make recommendations to improve the fan experience and operational efficiency, putting solutions into practice.

• Liaise and coordinate with all internal departments regularly to maintain strong relationships and effective working processes.

• Ensure all team members are communicating and participating effectively, fostering a collaborative and accountable culture.

• Undertake additional duties in line with business needs and requirements.

• Adhere to quality management, safety and environment company policies

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.  A leader who motivates a team through hard work, commitment, and willingness to learn/understand, makes every effort to create a path for employees to grow and succeed, and creates and supports a culture of accountability.

• Motivated Learner – An individual motivated by new challenges and opportunities.  One who is always willing to take on more responsibility and not shy away from areas where learning is required.  A leader who can take on areas of great opportunity and drive the change required for improved results.

• Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from; show recognition and appreciation for the contributions of others.

• 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. 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 homelife. 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.

#TMPH

#LI-Onsite

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.