Senior Manager - Real Time Delivery Manager EMEA

Responsibilities

• 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
• WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• 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
• YOU (BEHAVIOURAL SKILLS)
• Motivated Learner - An individual motivated by new challenges and opportunities. One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
• Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from; show recognition and appreciation for the contributions of others.
• Demonstrated ability to build and motivate an effective team and desire to continuously improve employee satisfaction.
• Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
• Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service
• LIFE AT TICKETMASTER
• We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
• 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 experienc

Benefits

Additional Information

Job Summary: Location : Europe - Flexible, or United Kingdom (Hybrid) Division : Ticketmaster UK Line Manager: Senior Director, Workforce Planning and Forecasting Contract Terms: Permanent, 40 hours a week THE JOB The Senior Real Time Delivery Manager - EMEA is responsible for leading real-time service delivery across a global, multi-channel contact centre environment. This role ensures that customer demand is met efficiently and effectively through proactive intraday management, strong governance of BPO partners, and alignment between forecasting, scheduling, routing, and real-time execution. You will act as the central point of accountability for intraday performance, service stability, and fan experience across EMEA markets, ensuring delivery remains within forecast bandwidth while balancing cost, efficiency, and fan outcomes. This role is a critical part of the Fan Experience team as we move towards a global, digital first, agile Contact Centre environment.

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