Senior Manager, APAC Workforce Planning

Responsibilities

• Real-Time Management
• Own the real-time management of the APAC operations operation, monitoring intraday activity and ensuring service level targets are met across all channels and workstreams.
• Act as the first point of contact for intraday escalations, making swift decisions to rebalance resource and mitigate service impact.
• Monitor queue performance, agent adherence and contact volumes in real time, taking corrective action as required.
• Respond to business disruption events affecting Fan Support, working hands-on with the operation to identify and implement solutions quickly.
• Prepare for and manage peak periods including onsales and high-demand events, ensuring the operation is set up for success.
• Liaise with BPO partners through regular meeting cadence to maintain alignment on real-time performance, staffing and capacity.
• Scheduling
• Build and maintain accurate schedules across all APAC workstreams, balancing operational requirements with agent availability and contractual constraints.
• Manage schedule change requests, exceptions and shrinkage to ensure coverage is maintained without unnecessary cost.
• Work closely with the training team to incorporate training time into schedules without compromising service delivery.
• Identify and call out scheduling risks or staffing gaps in a timely manner, proposing solutions before they become service issues.
• Continuously review and improve scheduling methodologies to drive greater efficiency and flexibility across the operation.
• Workforce Strategy & Optimisation
• Act as direct line manager for the Planning Assistant - APAC, providing day-to-day direction, coaching and performance management.
• Identify opportunities to improve workforce processes, tools and ways of working, leading implementation from end to end.
• Monitor contact drivers and volume trends, feeding insights into the operations team and wider WFM colleagues to inform planning decisions.
• Accurately map processes to identify inefficiencies and opportunities for automation, highlighting potential cost savings.
• Liaise with internal technical teams to introduce, test and embed new WFM tools or process improvements.
• Proactively make recommendations to improve the fan experience and operational efficiency, putting solutions into practice.
• Liaise and coordinate with all internal departments regularly to maintain strong relationships and effective working processes.
• Ensure all team members are communicating and participating effectively, fostering a collaborative and accountable culture.
• Undertake additional duties in line with business needs and requirements.
• Adhere to quality management, safety and environment company policies
• 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
• Prove

Benefits

Additional Information

Job Summary: JOB DESCRIPTION - Senior Manager, APAC Workforce Planning Location: Philippines Division: Fan Support Line Manager: Senior Director, Global Workforce Planning & Forecasting Contract Terms: Permanent, 40 hours per week THE TEAM Live 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. THE JOB The Senior Manager - Workforce Planning is a hands-on leadership role responsible for the day-to-day workforce management operation across the APAC operations. Working at the intersection of real-time management, scheduling and broader workforce strategy, this role ensures the operation runs smoothly, staffing is optimised and service levels are consistently met. You will work closely with the operation, BPO partners and internal stakeholders, getting into the details where needed while also shaping smarter ways of working. You will be expected to challenge existing processes, drive continuous improvement and bring a proactive, solutions-focused mindset to everything you do. 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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