Job Summary:JOB DESCRIPTION – Planning Assistant Location: Taguig City, PhilippinesDivision: Fan SupportLine Manager: Senior Manager, APAC Workforce PlanningContract Terms: Permanent, 40 hours per weekTHE TEAMLive 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. We support and guide fans by delivering exceptional service because live only happens once. THE JOBThe Planning Assistant role is responsible for ensuring the Customer Service departments across both our internal teams and outsource partner are running at peak efficiency.The role will monitor and drive real time performance against SLA’s across all our contacts channels, making changes and recommendations to react to the changing day to day landscape.Finally, it will also hold some responsibility for maintaining reports and responding to requests to the planning department from Fan Experience and business stakeholders.WHAT YOU WILL BE DOINGComplete forecasting and scheduling reportsComplete daily, weekly and monthly reportsReview staffing and take appropriate action as requireComplete planning requests emailsConstruct and maintain agent schedulesMonitor and drive real time performance against SLAs Schedule agents off-line activities as requestedLiaise with Management team about any absence or patterns of behaviour concerns.Proactively manage activities on real time basis, optimising call handling capacity and offline activities. Change agent skill sets to react t
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