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> Supervisor - TM Resale - Charleston, WV
Supervisor - TM Resale
1/8/2018 1:27:26 PM
Work closely with Manager to ensure productivity goals are met.
Evaluate and coach agents to ensure all metrics are met.
Ensure that Resale staff provides the highest level of service at all times ensuring customer confidence.
Develop and maintain relations with other departments/contact centers to ensure accurate and up to date knowledge is shared.
Work closely with the HR Department to effectively manage conduct/performance issues and coordinate internal hires into the Resale Department.
Work closely with the QA Department to ensure that all service levels are being met.
Build and maintain a positive working environment.
Handle urgent or escalated customer requests in a timely manner.
Other duties as assigned.
Must be able to work evenings and weekends. Note: Shifts may change due to business needs.
Must be able to work holidays as business needs require.
Ability to maximize performance through coaching and development.
Strong communication, presentation and writing skills required.
Excellent time management and organizational skills.
Ability to work effectively in a fast-paced, rapid changing environment, while managing stress and meeting deadlines.
Ability to analyze data, solve problems and continuously improve service levels.
Must be reliable, punctual, and have outstanding attendance.
Should have at least two years of full-time work experience.
Should have at least one year of previous supervisory experience in a customer service environment.
Previous contact center experience is a plus, but not required.
Other related experience could be considered.
High school diploma required. Bachelor degree a plus.
Understands the Customer Service environment and stays abreast of issues and events that have an impact on the business.
Must have working knowledge of Microsoft products (Excel, Word, and Outlook) and other Ticketmaster related applications.