AXS _ Training Assistant Manager - Contact Center
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 The Training and Quality Assistant Manager ensures adherence to effective training and quality standards, actively maintains and enhances organizational quality standards, and collaborates with the VP of the contact center to enhance customer satisfaction, client satisfaction, and net promoter score.
Requirements
- 4+ years of relevant experience in customer service, call center, or related field.
- 2+ years experience in designing and delivering effective training programs, preferably in a corporate or organizational setting.
- Experience developing and implementing quality training programs for employees.
- Implementation of quality assurance processes.
Responsibilities
- Manages training team; being present in the classroom and facilitating classes as needed, learning labs as needed and ongoing educational classes. Mentor, develop and coach the training team.
- Manages and assists the Quality team in developing Call Miner scorecards and reporting that will lead to a positive impact contact center KPI’s and reduce overall operating costs.
- Manages Quality team, being present on the floor and doing side by sides. Leading by example.
- Assist in the development of quality programs and provides quality assurance measures to identify and resolve contact center customer issues, ensuring compliance with company policies and KPI’s. Also, collaborate with operation leaders to stay current with business needs and trends, and change quality forms to stay relevant.
- Partners with operations to promote a culture of continuous learning and growth for each agent within their current job role as well as their personal promotional goals within the company.
- Partners with other departments to identify training needs and create targeted training and learning labs to address specific skill gaps and uptraining. Also, monitor and evaluate the effectiveness of training programs through assessments, surveys, and feedback from contact center employees.
- Develops and writes curriculum, implements comprehensive training programs for new and existing employees.
Benefits
- medical, dental and vision insurance
- paid holidays, vacation and sick time
- company paid basic life insurance
- voluntary life insurance
- parental leave
- 401k Plan (with a current employer match of 3%)
- flexible spending and health savings account options
- wellness offerings
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
