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sr. manager, hr business partner operations & quality jobs near wigan, gtm

Senior Manager - Real Time Delivery Manager EMEA

Live Nation -
Manchester

Apply Now

Job details

Full-time

Qualifications

Analysis skills
Zendesk
Continuous improvement
IT

Full job description

Job Summary:

Location : Manchester, UK or Europe (Flexible)

Division : Ticketmaster UK

Line Manager: Senior Director, Workforce Planning and Forecasting

Contract Terms: Permanent, Full-Time

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. 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.

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.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.

#TM
#LI-CG1

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.

Apply Now

Refine Your Search

sr. manager, hr business partner operations & quality jobs in wigan, gtm

Senior Manager - Real Time Delivery Manager EMEA

Head of HSEQ

Senior HR Business Partner

Global HR Operations Partner (UK)

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Senior HR Operations Specialist - EMEA

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Regional People Business Partner – Halifax, Wakefield, Burnley or Preston

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