Senior Manager – Real Time Delivery Manager

🕒 June 19

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Live Nation Entertainment

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

📱 Media

💰 Post-IPO Debt on 2023-01

Media • Entertainment

Live Nation Entertainment is the global leader in live entertainment, powering unforgettable experiences around the world. Artist-powered and fan-driven, Live Nation works with musicians to bring their creativity to life on stages across the globe. As the top producer of concerts, ticket seller, and brand connector to music, Live Nation's platform leads the market in these three core industries. Their mission extends beyond entertainment, aiming to uplift, inspire, and create memories through the power of live music.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Generous vacation • Healthcare • Retirement benefits • Student loan repayment • Tuition reimbursement • Six months of paid caregiver leave for new parents including fostering • Access to free live events through our exclusive employee ticketing program