AXS _Manager

AEG Worldwide•Tempe, AZ

13d•$69,140 - $85,000•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 Manage, direct, and supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Ensures that technology is utilized to a maximum and that staff are well-organized and productive. This role is fully onsite and based in our Scottsdale, AZ office.

Requirements

High School Diploma or its equivalency (BA/BS Degree Preferred) in Business or a related field.
4-6 years of relevant work experience in customer service.
2+ years leading, coaching, and developing front-line employees.
Over 2 years of experience in a contact center environment.
Over 2 years of business intelligence experience (gathering all relevant contact center data points and then providing actionable results for Contact Center leadership).
Travel - up to 10% annually

Nice To Haves

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

Responsibilities

Allocates accountability for the call center’s day-to-day activities.
Oversees and directs assistant managers in ensuring KPI’s and overall team goals are met to ensure delivery of exceptional services and engagement, motivation, and team development.
Setting high level expectations for the operations (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals through accountability measures set with Assistant Managers.
Manages other Managers, Assistant Managers, Supervisors, and/or individual contributors in a solution driven environment, and is accountable for conducting effective performance management and meaningful career development conversations.
Establishes key performance metrics, including measures for accuracy and call-waiting time.
Approves plans to maximize the productivity of resources.
Hires, coaches, and provides training to personnel to maintain high customer service standards.
Defines budgeting strategy and approves expenditures.