Head of Fan Support

THE JOBThe Head of LATAM is responsible for driving the Fan Experience initiative across the Latin America Region, focusing on measuring, reporting, and acting on fan feedback, identifying opportunities to improve our service both internally and externally specifically through fan sentiment, Customer Satisfaction and external reviews. You will work with global leads on contact center technology, tools and operational solutions that help future proof our business and drive efficiencies and cost savings through scale. Demonstrate good leadership skills and the ability to combine market experience with business strategy to extract greater value to the business, driving a culture of innovation and excellence throughout the workforce with exceptional leadership skills.WHAT YOU WILL BE DOINGEnsure high quality service delivery and operational excellence for both digital and non-digital volume.Support and implement continuous quality improvement techniques and performance across all functions and help prioritize areas for continuous improvement efforts.Collaborate with cross functional teams to create a collaborative environment that supports alignment across delivery, quality assurance, training, communication, and reporting.Manage and effectively coach staff, providing guidance on best practices, conducting performance evaluations, issuing disciplinary actions, participating in recruitment efforts and delegation of work assignments to team members.This role will be responsible for acknowledging and raising employee relations issues to the appropriate stakeholders (internal HR vs 3rd party HR) and adhere to and influence others to accept practices and approaches as described by the North American Employee Handbook.As the leader, it is expected that this role will be an extension and the local face of Global leadership and thus must have the proven ability to influence and motivate others to perform at a high level.Occasional Travel, as needed locally and International to ensure the consistency of practices.WHAT YOU NEED TO KNOW (QUALIFICATION AND TECHNICAL SKILLS)Minimum of 5+ years of call center management experience.Thrive in a fast paced, multi-tasking, deadline driven environment.Ability to overcome business challenges and offer a solution-oriented approach to ensure a positive impact on the way our people and teams perform.Ability to organize and manage multiple projects and priorities simultaneously, delivering results on time.Logical problem-solving skills, outstanding organizational skills and dedication to quality and performance.Strong people skills.Strong written, verbal, and non-verbal communications skills.Must be fluent in both English and Spanish, including verbal and written communication in both languages.YOU (BEHAVIOURAL SKILLS)Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high quality work on time and on task. Must be willing to take the time to do things right.Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.LIFE AT TICKETMASTERWe 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. #J-18808-Ljbffr