• Create a positive, fun, and motivating team environment to enhance employee performance and ensure the team remains passionate about delivering positive, professional, and accurate information to customers.
• Set clear performance goals and monitor individual progress to provide coaching opportunities and to understand employee developmental needs.
• Monitor staffing levels, attendance and ensure adherence to all company procedures and policies.
• Maintain a culture that strives for excellence by assisting in recruiting, hiring, developing, and retaining team members.
• Prioritize, troubleshoot, and coordinate multiple tasks to meet deadlines.
• Ensure that all team members are providing a quality experience to all customers in a timely manner.
• Build genuine interest in customer service as well as sports and entertainment
• Review and report on staff performance on a frequent basis to provide appropriate recognition or guidance for improvements.
• Document call center quality concerns and trends for procedural changes and recommendations.
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•  Review and revise new hire orientation packets and checklist.
• Serve as liaison with ticket marketplaces and understand how they operate and how you’ll contribute to providing great experiences for our customers.
• Acclimate to leadership role, team and company norms, business objectives, and company values.
• Apply industry knowledge and experience to learn how to manage inbound customer inquiries and provide appropriate solutions.
• Understand company performance metrics to hold your team accountable for and work toward.
• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
• Build upon internal and external relationships to achieve progress and advance objectives.
• Gain the ability to recognize order issues and trends while monitoring team member’s day-to-day activities.
• Implement problem solving skills to recognize and address team member errors and provide constructive feedback on how to meet their goals more effectively.
• Apply methods to execute individual tasks that positively impacts the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
•  Independently resolve escalated customer issues to provide positive ticket buying experience.
• Proactively monitor team member performance and provide solid solutions on how to meet their individual and team goals.
• Learn how to appropriately manage and respond to clients on our social media platforms.

• recruit hire and train all operations staff
• submit payroll
• Schedule staff in accordance with goals, events, and business demands
• Create and implement all training documents
• Standardize and revise all forms
• Improve the effectiveness and process of fraud review for orders
• Serve as the liaison with All resale platforms; TN, TEVO
• Review data storage process for all e filing
• Recognize synergy with preferred affiliate partners and execute on relationship
• Create a PNL for the department and order supplies
• Maintain physical plant and cleanliness of office
• Manage Director of Social Media
• Manage web development director
• Expand the reach of our text and email marketing campaigns
• Identify new vertical markets
• Continue to support the core values of the company
• Support the innovation of the company by identifying programs, processes, and equipment that make us more nimble