AXS _Assistant Manager - Contact Center

AXS•Frisco, TX

61d•$52,000 - $57,000•Onsite

About The Position

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today. We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering. Job Summary AXS is seeking a Contact Center Assistant Manager to assist in the supervision, planning, organizing, coordinating, and managing all aspects of the Contact Center and ensures staff is trained and adheres to all policies and procedures. This role is onsite in our Frisco, TX office.

Requirements

4+ years of relevant experience in customer service.
2+ years leading, coaching and development of front-line employees.
Experience in a contact center environment.
Skilled with execution and delivery (planning, delivering, and supporting) skills.
Strong problem solving and decision-making skills.
Strong digital literacy skills.
Adept with collaboration and teamwork.
Growth mindset (agility and developing yourself and others).
Proven ability growing a team, reduce attrition, and coach/develop a staff.

Nice To Haves

High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner preferred.

Responsibilities

Directs the contact center's day-to-day activities.
Manages day to day operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals within established timelines and budgets.
Delivers effective resource planning to maximize the productivity of resources.
Collects and analyzes contact center statistics for overall performance, and customer service metrics.
Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development.