Share Email Opening Title Senior Contact Center Manager  Description TicketNetwork is seeking a Senior Contact Center Manager to take a leadership role within our Contact Center! TicketNetwork is a leader in the secondary ticketing market and hosts a leading online exchange for tickets to sports concerts, and theater events around the globe. With a great corporate culture and environment built around teamwork, innovation, and agility, TicketNetwork is a great place to make a big impact! Our Contact Center is the face of our company and the key to ensuring that all of our customers and brokers receive only the best in customer care when they call to purchase or sell tickets to an event, check in on an order, or ask questions about the purchasing process. The Senior Contact Center Manager plays a key role in developing effective processes to make TicketNetwork our customer's top choice when they want to purchase event tickets. The role will be responsible for the day-to-day oversight of our Customer Service and Support team as well as our Fulfillment, Fraud, and Broker Services teams, with the goal of providing both TicketNetwork's customers and broker partners with exemplary service and support. The Contact Center Manager will work closely with the executive team to set and implement effective goals, policies, and procedures to meet the company's strategic initiatives in 2021 and moving forward. In addition to daily management and oversight of all the contact center teams, this role will be responsible for setting hiring goals and developing effective training measures to support new hires, keep abreast of all metrics to ensure that the Contact Center is functioning at it's best, and work to develop the best processes and procedures to ensure that all sales, customer support, and order support issues are resolved quickly and accurately. Developing and support effective communication between teams will be key as well to allow for our high volume environment. Ideal candidates will have experience in managing an e-commerce customer support team, in managing department Profit and Loss, in setting effective strategies, and developing teams. Primary Responsibilities: Responsible for hands-on management of the contact center including sales personnel and customer service representatives, as well as the Fulfillment, Fraud, and Broker Services teams Develop, track, and provide data-driven sales goals, call metrics, and support metrics to ensure that all sales, customer service, and support teams are performing to standard in an e-commerce environment Train, coach, and develop contact center and support employees, and develop effective leaderships teams Developing effective hiring strategies and training strategies to support new hires Set and support standard operating procedures to ensure that each transaction is handled with consistent quality Continually review and make improvements to contact center and customer/order support processes with efficiency and accuracy in mind Implement quality assurance checks to make sure that all departments are performing to standard Responsible for department Profit and Loss Ensure all policies and procedures meet all regulations for PCI Compliance Create an effective culture of customer-focus with a goal towards meeting and exceeding customer expectations Work closely with TicketNetwork's executive team to ensure that all company goals are being met and supported through the contact center and supporting teams Additional projects, tasks, and responsibilities as assigned   Position Requirements Required Skills: Demonstrated experience in leading and developing teams Strong communication skills, both written and verbal Ability to set and support strategies aimed at increasing revenue Experience in using MS Excel and other reporting tools Excellent attention to detail and ability to maintain accuracy in a fast-paced environment Required Experience: At least 3-5 years of experience in a leadership role, ideally in a call center and/or e-commerce environment At least 3-5 years of experience leading customer service and support teams At least 3-5 years of experience setting and supporting sales strategy Preferred Experience: Experience in live event ticketing, sports, or live entertainment preferred Experience with PCI Compliance preferred Education: Bachelor's degree in Business, Business Management, Marketing, Communications, MIS/BIS, Finance, or related field required Master's degree in Business, Business Management, Marketing, Communications, MIS/BIS, Finance, or related field preferred Schedule: Full time Monday-Friday, 9:00AM to 6:00PM   Full-Time/Part-Time Full-Time   Shift Days   Division TicketNetwork, Inc.   Exempt/Non-Exempt Exempt   Req Number CON-21-00060   Location Hartford County - TN   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://prolific1.appone.com

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