Location : Manchester, United Kingdom Division : Ticketmaster Fan Support Line Manager: Learning and Development Manager - Global Fan Support Contract Terms: Permanent, 40 hours per week THE TEAM Ticketmaster is doing something special. We are bringing together a Team of Experts to give our customers an experience unlike any other. We are breaking all the rules and putting customers first. We see our people as having interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You are constantly evolving, so shouldn?t your opportunities be, too? THE JOB This position will collaborate with the team on the design & development, delivery, and Learning Management System (LMS) administration for eLearning, and performance support throughout the organization. Responsibilities include but are not limited to new hire training and agent up-training. Facilitates the completion, measurement and evaluation of project results against project objectives, ensuring consistency with company strategies. WHAT YOU WILL BE DOING Complete the training certification process for all contact centre-related programs to meet training facilitation standards. Facilitate all new-hire and supplemental training programs as directed, including Contact Center New Hire Curriculums (including Ticketing and Customer Service), , PCI system enhancements training modules, Client and Marketing updates and other training as developed, in a consistent and standardised method. Ensure all programs are facilitated supporting adult learning theory, using criterion-referenced instruction model to ensure transfer of learning and to build core sales/service agent competencies. Ensure the integrity of training materials to prevent potential disconnects or deviation from curriculum and course objectives. Maintain accurate records of all training activities (training evaluations, post-training reports, month-end reports) Work directly with the Training Manager on all training-related projects and performance improvement processes. Maintain and update training materials for all projects, as directed. Partner with the Fan Support leadership team to stay informed of changes in policies, procedures and processes. Participate in call centre meetings, Training Department meetings and conference calls as assigned. WHAT YOU NEED TO KNOW Training and coaching experience, ideally in a Sales and Customer Service environment. Previous experience in a Contact Centre environment is desirable. Proven ability to present information and effectively facilitate training to small and large groups. Ability to communicate clearly and precisely in written and verbal forms. Attention to detail/Analytical and problem-solving Excellent time management and organisational skills. Proficient in Microsoft Office products including PowerPoint, Word and Excel. Ability to work under pressure to meet deadlines. YOU (BEHAVIOURAL SKILLS) The following attributes determine how the role will be carried out and are required to be a success: A flexible approach to work and shift schedules. Self-motivated. The ability work on own initiative, and also as part of a team. Is open to coaching and feedback. Maintains working relationships with internal and external customers to promote positive and friendly culture. Attention to detail. You may have experience in the following roles: Trainer, Learning and Development, Team Coach, Team Manager, Team Leader LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world?s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world?s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 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 experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive EQUAL OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It?s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
