Assistant Manager, Contact Center

Job Description

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.

The Role

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.

What Will You Do?
• 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.

What Will You Bring?
• 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.

What's in it for You?
• Our Contact Center empowers you so you can empower our team and our clients.
• Extraordinary People – we're not kidding!
• Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and leveling up through training and education reimbursement.

Why AXS?
AXS, a subsidiary of AEG, sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to teams like the Los Angeles Clippers, Minnesota Timberwolves, and Houston Rockets. Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide, including Charlotte, Cleveland, Dallas, Denver, Las Vegas, London, Tempe, Stockholm, and Tokyo. At each location you'll find a team of dedicated, diverse employees (we've dubbed ourselves ''Fanatix'') who create groundbreaking products and services in a fun, fast-paced environment.

To learn more about our culture and values, visit: https://solutions.axs.com/careers/

More about AEG

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

We are dedicated to a diverse, inclusive and authentic workplace, so if you're excited about this role but can't ''check every box'' in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

We're an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.

Jobcode: Reference SBJ-d9pvo7-3-12-71-78-42 in your application.