viagogo is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. StubHub’s vision is to become the global destination for live event experiences. We value trust, inclusion, working collaboratively, and most importantly a culture of winning. We are a performance driven global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.    

Job Description: 

In this role, we are looking for someone who is an empathetic, driven, and results-oriented leader. The Outsource Performance Manager, Global Customer Service role is a mid-level leadership role where you will work with 1-3 of our outsourced vendors, ensuring business and operational metrics are met. We aim to be recognized as the best and most trusted customer experience brand in the world! 

Responsibilities: 

Direct oversight of a group of Customer Service managers, supervisors, and agents at our outsourcing partners.

Lead, support, and collaborate with outsource partners to meet performance targets and drive continuous improvement.

Manage action plans for low performance, handle daily operations support, and stay updated on industry trends.

Conduct regular touchpoints, performance reviews, and handle escalations from outsourcing partners.

Coach supervisors to meet KPIs like resolution time, AHT, and CSAT, etc.

Utilize data to monitor team productivity, provide hands-on support for escalations, and foster decision-making and accountability.

Support hiring, training, and team coverage as needed while actively removing barriers to team success.
Execute and project manage initiatives across multiple sites/geos/teams that drive business KPIs.

Competencies: 

Leadership - Ability to inspire, motivate, and empower team members to achieve excellence and drive performance.

Performance Management - Experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.

Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization.

Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.

Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.

Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.

Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs.

Position Type and Expected Hours of Work: 

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.   

Up to 25% travel will be required to international locations.

This role will require working in-office 3-days per week to ensure cross functional collaboration.

Preferred Education and Experience: 

5+ years of Customer Service-related work experience.

3+ years’ experience managing BPO’s, international experience preferred.

Strong verbal and written communication skills in English, Spanish proficiency is a plus.

Demonstrated leadership and influential capabilities with the ability to drive a positive culture.

Proficient in functional and technical skills; Internet applications, office applications, internal tools.

Proven experience in leading projects, project management experience is a plus.

Ability to travel internationally.

Limerick Salary Range

€54.000—€60.000 EUR

What we offer

At viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package:

Competitive starting salary
Health package
Continuous training & support
Career progression
Employee Engagement initiatives
Casual dress code
Free parking

Outsource Performance Manager

Benefits

Job Description