AXS _Workforce Assistant - Contact Center

AEG Worldwide•Dallas, TX

41d•$18 - $21•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 The Workforce Assistant is responsible for optimizing staffing levels and ensuring the Call Center is properly staffed to handle all Call Center Volume. Must demonstrate a clear understanding of how planning/forecasting staff requirements translate to optimal real-time management to support multi-department contact center operations. Key Responsibilities: Identify intraday trends with a special emphasis on looking for possible downtime and telephony issues. This is an onsite position based in Frisco, TX.

Requirements

High School Diploma or its equivalency.
Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.) with the ability to organize/analyze data in a structured manner.
Proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner preferred.

Responsibilities

Report and work closely with Operations and systems teams to manage and resolve downtime and telephony issues.
Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
Handle agents’ pending time-off requests, schedule swaps, trades, etc. and the daily exception management of our Community system.
During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered.