Learfield

  • Contact Center Operations Specialist

    Req No.
    2018-2330
    Location Name
    Paciolan
    Location
    US-PA-Exton
    Category
    Client Services
    Type
    Full-Time
  • Overview

    Paciolan is a leader in ticketing, fundraising, marketing, and analytics solutions with over 37 years of experience serving more than 500 live entertainment organizations.  Paciolan enables the sale of more than 120 million tickets per year by powering over 120 college athletic programs, more than 100 professional sports and arenas organizations, 75 performing arts venues, and several regional ticketing partners who serve hundreds of venues.

     

    The CCOS role is responsible for the strategy and management of Paciolan’s clients’ Phone Center operations including the usage of Phone Center products and functionality. The CCOS has a dedicated list of clients they are responsible for managing. The CCOS is responsible for advising clients on areas of improvement for their Contact Center operations through analytics, analysis and industry best practices. The CCOS is also responsible for serving as an onsale project manager which includes strategy and execution of the onsale process. The CCOS also works closely with the Client Partner Team to ensure that transactional revenue goals are met and aligned with the company’s goals.

    Responsibilities

    • Identify Contact Center operational improvements by providing and managing project plans, which include, but are not limited to the following:
      • Analysis of implemented features
      • Best practices to increase Contact Center revenue
      • Industry best practices
      • Written documentation and Standard Operating Procedures (SOP)
    • Consult with clients on their usage of Contact Center products and functionality ensuring that the company’s transactional revenue goals are met, which could include, but are not limited to the following:
      • Manage Special Projects
        • Develop project plans with the Paciolan Client Partners and EOS
        • Communicate deliverables to the client
        • Verify project completion and/or additional requirements
      • Advise clients in the implementation of new Contact Center features and functionality
        • Provide use cases of new functionality based on client’s business needs
    • Manage critical on-sale process
      • Analyze client requirements and determine necessary support plan including Partner staffing to support the onsale.
      • Compile sales data for future analysis.
        • Sales Statistics
        • Call Statistics
        • Onsale Costs
        • Onsale Revenues
        • Critical onsale data points
          • Calls Answered
          • Average Calls answered per sale
          • Tipping point (Available inventory/Call Volume)
      • Provide status updates to Paciolan management and clients
      • Event Verification and on-sale check
    • Helpdesk Support for both Archtics (Colorado Rockies) and Paciolan software
      • Support all outlets during regular hours of operations (8AM PST-10PM PST) which also includes after hour coverage (5PM-10PM PST)
      • Support these outlets by troubleshooting:
        • Selling Setups
        • General equipment troubleshooting (i.e. BOCA printer)
        • Password resets
      • Provide the daily exception passwords when/where needed
      • Log all Helpdesk calls to track the calls resolutions and interactions
    • Work with clients to develop and implement best practices
      • Manage Customer Service Escalations from partners with Box Office
      • Manage OnSale setups and checks for phone room
    • Work to provide professional service and support as needed on projects
      • Assist in Manifest Building and verifications
      • Create and Build Platinum and Premium packages for Online and Phone sales
      • Assist with any additional SOW work for Professional Services or Customer Services as needed
      • Assists in the support of managing shift operations and general needs with the goal of providing excellent service and support to clients, outlets, agents, and patrons
        • Manage daily business goals and shifts to ensure proper coverage for phone room emails, requests, outlet services and support
        • Manage and supervise support cases and escalations from outlets & clients
        • Complete daily responsibilities as assigned & checklist
        • Ensure email correspondences are addressed in a timely manner
        • Assist in managing technical/equipment support for outlets and clients
        • Assist, support staff, and help resolve any client and/or patron needs and requests
          • Provide individual support of requests and escalations when working with difficult calls/callers
        • Tracking and implementation of training programs for new items, materials, etc.
        • Communicate daily trends, issues, hot topics, or needs with management and other specialists
        • General office and business needs
      • Assist and support management with onsite event staffing and business needs
    • Coaching/Enrichment
      • Assist in the training and coaching of any/all troubleshooting needs with outlets
      • Assist in training and testing new systems, materials, procedures, and team members
      • Educate/enrich team members to increase knowledge base and skills for all

    Qualifications

     

    • Intermediate level knowledge of the Microsoft Office Suite
    • Minimum 2-3 years experience in an customer service role
    • Successful track record in building relationships with customers, diligence in resolving customer application issues and willingness to jump in and tackle issues
    • Ability to multitask in a fast paced environment
    • Excellent written and verbal communication skills
    • Engage, foster and support the team atmosphere

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