Workforce Planning Coordinator

Job Summary:

JOB DESCRIPTION – Workforce Planning Coordinator

Location: Sydney, Australia

Division: Field Operations , Ticketmaster Austral ia

Line Manager: Head of Box Office Operations

Contract Terms: Full-Time | Requires Availability Outside Regular Business Hours

THE TEAM

The sup p ort and operations team is responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements. Working closely and collaboratively with both clients and internal stakeholders ensuring systems and process are delivered to ensure not only a positive client experience but also positive customer experience . The support and operations team are key to maintaining a strong and connected client relationship and plays a critical role in the development and implementation of ticketing strategies to maximise sales.

THE JOB

As the Workforce Planning Coordinator, you will be responsible for ensuring the seamless staffing of Ticketmaster box offices across Australia. This role is pivotal in maintaining operational efficiency and service excellence, requiring a proactive approac h to workforce planning, rostering, and staff support—often outside of standard business hours, including evenings and weekends.

WHAT YOU WILL BE DOING

• Develop, manage, and distribute staff rosters in alignment with client needs, service agreements, budgets, and award requirements.

• Monitor and update staff availability patterns.

• Respond to ad-hoc roster changes, ensuring clear communication with staff and internal stakeholders.

• Reconcile rosters with payroll and complete weekly payroll processing for casual staff, including timesheet approvals and overtime monitoring.

• Be available to work outside regular business hours, including evenings and weekends.

• Maintain an accurat e and up-to-date casual staff database.

• Liaise with Client Managers and key stakeholders to ensure adequate staffing resources are available across Australia.

• Liaise with agency partners to secur e additional resources when required .

• Undertake recruitment activities and assist with hiring as needed.

• Lead the onboarding process for new employees, ensuring all mandatory training is completed.

• Coordinate learning and development initiatives to ensure staff are confident and capable with Ticketmaster's systems.

• Arrange regular training sessions and maintain up-to-date knowledge of employment terms and conditions.

• Supervise and support box office staff, particularly in managing difficult situations or exceptional behaviours.

• Manage staff performance and provide support for personal or professional issues.

• Participate in projects aimed at improving staff performance and internal/external awareness.

• Perform general administrative duties as delegated by the Head of Box Office Operations.

• Act in a box office capacity during small events, low-activity periods, or when covering staff leave.

• Work effectively under pressure and meet tight daily, weekly, and monthly deadlines.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Flexibility - Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence . Deal with higher-level complaints and recognise the need for flexibility where applicable.

• People Management & Leadership - Set an example for staff in the Box Office . Effectively manage the professional requirements of Ticketmaster's internal and external customers. Lead by example; gather support from staff and work together to achieve desired outcomes.

• Research/Analytical - Maintain up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally.

• Computer literacy - Ability to use Microsoft Office based computer packages including current database management systems and Ticketmaster programs and reports. Typing skills with high accuracy.

• Venue Management - Develop and coordinate policies and procedures for the venue and events' requirements

YOU (BEHAVIOURAL SKILLS)

• Results oriented - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.

• Customer Focus - Ensuring Ticketmaster's internal and external customers' needs are continually satisfied. Maintain and build of strong customer relationships with current and future clients.

• Communication - Demonstrating strong communication skills, both written and verbal. Assist with the development of clear written policies and procedures for Event Managers . Strong ability to communicate with clarity and confidence to meet client requirements and deadlines . Effective listening skills are also paramount.

• Initiative - Possessions of "natural energy" with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision .

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife . As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.