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Contact Center Operations Lead 


TicketNetwork, Inc., is a high-tech leader in the ticketing industry. Founded in 2002, TicketNetwork hosts a leading online exchange with over $5.5 billion in ticket inventory. We power a vast network of websites that enable buyers and sellers to exchange tickets to thousands of events. Check out our website at:

TicketNetwork is seeking an outstanding candidate to join the team as the Contact Center Operations Lead. The Contact Center Operations Lead is a Contact Center Management position The Lead is tasked with reporting on and scheduling the contact center. This position also schedules the “Lead Taskboard,” Monitors Attendance, and helps leads prepare and research time for Attendance or Productivity Based Writeups. This position monitors and updates the contact center sales, training, and productivity incentives monthly, as well as working with Contact Center Leads to monitor progress through the Tiers. Incentive information is shared with upper management and HR in a timely fashion to ensure accurate and timely promotions and payouts.

This position requires one to develop, update, and distribute reports and dashboards to multiple levels of management across functions within the contact center. This Operations Lead prepares forecasting and works closely with training and call center RTA’s to ensure adequate coverage across the contact center.

Primary Responsibilities:

  • Monitoring and Developing Ring Central Dashboards to ensure contact center is meeting service level agreements.
  • Preparing incentive reporting bi-weekly for sales and monthly for all the contact center.
  • Maintaining Attendance reporting and reporting to leads when someone is at a warning level.
  • Producing Warnings and archiving warning documents for contact center.
  • Producing COS forms when Leads have indicated their report has achieved the proper training and testing.
  • Producing forecasting reports and meeting on them weekly to discuss trends and adjust scheduling.
  • Assisting Leads with checking appropriate programs to confirm missed punches and approving timecards.
  • Monitors overtime levels to ensure that department is not going over allotted biweekly overtime targets.
  • Communicates with other internal departments as necessary.
  • Monitors, develops, updates all contact center reports regarding schedules, incentives, payroll, call volume, aux times, and training.
  • Lead a small team of Real Time Analysts monitoring customer queues for phones, chat and email.
Position Requirements

Required Skills:

  • Intermediate knowledge of call center management and all related calculations.
  • Strong organizational skills.
  • Ability to prioritize workload, meet deadlines and multi-task with attention to detail.
  • Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion.
  • Ability to work independently with minimal supervision.
  • Capability of problem solving.
  • Strong analytical skills, extending to the interpretation and summary of reports
  • Experience with Ring Central Contact Center preferred

Required Experience:

  • At least two years of experience working in a high volume call center environment
  • Professional experience running, interpreting, and summarizing reports related to workforce planning
  • At least two years of experience in a workforce planning or related role


  • H.S. diploma or equivalent required
  • Associate's degree preferred in Business, Communications, or related field. Equivalent work experience will be considered in lieu of a degree.


  • Monday-Friday

  • 9:00 AM - 6:00 PM

Full-Time/Part-Time Full-Time  
Shift Days  
Division TicketNetwork, Inc.  
Exempt/Non-Exempt Non-Exempt  
Req Number CON-22-00030  
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.  

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