AXS _Assistant Manager

AXS•Dallas, TX

10d•$52,000 - $57,000•Onsite

About The Position

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).
High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner preferred.
Proven ability growing a team, reduce attrition, and coach/develop a staff.

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.