Senior Real Time Delivery Manager, Live Nation
EMEA
Entertainment events promoter and producer
Be an early applicant
Entertainment events promoter and producer
1001+ employees
Be an early applicant
1001+ employees
Company mission
To help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- 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
- Respected Leader – Recognized by direct reports for consistency in support, guidance, and trustworthiness. A leader who motivates a team through hard work, commitment, and willingness to learn/understand, makes every effort to create a path for employees to grow and succeed, and creates and supports a culture of accountability
- 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
What the job involves
- 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
- 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
- Line Manager: Senior Director, Workforce Planning and Forecasting
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2005, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies - like Goodlive - that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
- YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
- WEALTH: 401(k) program with company match, Stock Program Reimbursement
- FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
- CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
- OTHERS: Volunteer time off, crowdfunding network
Company HQ
Beverly Hills, CA
Leadership
Michael Rapino
(CEO & President)Michael joined Live Nation Entertainment in 2005 as CEO and President. Previously, he spent 10 years in various Marketing and Entertainment roles at Labatt's Breweries of Canada. He also held several roles at Clear Channel Communications, including CEO and President of Global Music.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 64 more jobs at Live Nation