Ticket Processing & Support Manager

Job Description
The Ticket Processing and Support Manager will be responsible to lead and direct the department on a daily basis. The manager will assist with all aspects of ticketing, customer service, and account maintenance, including daily reporting. In addition, the position requires that the manager act as a liaison between guests, Customer Care Agents, IRO Agents and box offices. He/she is responsible for providing outstanding service to all guests and affiliates and provides leadership and direction to the Ticket Processing and Support team.
This is an operational role that requires the availability to work nights, holidays, and weekends as needed.
Must be able to work any time between 8AM - 10:
30PM EST.
Duties and Responsibilities:
Manage hourly employees on a daily basis
Answer escalated calls
Responsible for special event ticketing
Assist with various reports
Responds to and manages void/cancellation requests and refund codes
Handling of fulfillment of manually booked products;
including ticket transfers when applicable
Maintain accurate and detailed spreadsheets pertaining to key performance metrics.
Support Customer Care, Customer Success Team and IROs as needed
Ensure all vendor management systems are functioning properly
Trains new and existing department staff on daily processes and procedures
Provide outstanding service to all customers;
both internal and external
Assist with staffing and scheduling for the Operations department
Provide feedback and coaching including performance reviews
Must have open availability to work a variable schedule or shifts as needed.
Must be able to perform work both remotely and in office.
Manage timecards and attendance for TPS coordinators
Work across departments to insure and maintain communication
Perform additional duties as assigned