AXS _Contact Center - Assistant Manager

AEG; Scottsdale (AZ); On-site; USD 57,000 - 59,020; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid holidays and vacation

401k Plan with employer match

Training and education reimbursement

Job summary

AEG is looking for an Assistant Manager Contact Center to supervise day-to-day operations and manage team performance in Scottsdale, Arizona. Your role involves ensuring staff training, achieving team goals, and analyzing service metrics. A successful candidate will have 4+ years of experience in customer service, along with relevant leadership skills. This full-time position offers a competitive salary and comprehensive benefits package, including medical and retirement plans.

Qualifications

• 4+ years of relevant experience in customer service.
• 2+ years leading, coaching and development of front-line employees.
• Experience in a contact center environment.

Responsibilities

• Directs the contact center’s day-to-day activities.
• Delivers effective resource planning to maximize productivity.
• Collects and analyzes contact center statistics for performance.

Skills

Customer service

Team leadership

Problem solving

Digital literacy

Collaboration

Education

High School Diploma or equivalent

BA/BS Degree in a relevant area

Tools

Five9

ZenDesk

Satisfi

Community

eWFM

Call Miner

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.

Job Summary

The Assistant Manager Contact Center assists 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.

Essential Functions

• 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.

Required Qualifications

• High School Diploma or its equivalency (BA/BS Degree Preferred) in a relevant business area
• 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.

Pay Scale: $57,000.00 - $59,020.00

Bonus: This position is eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: We offer a comprehensive benefits package that includes: 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, and wellness offerings.

• Employer does not offer work visa sponsorship for this position.

What’s in it for You?

• Work with a team of problem solvers - We find the opportunities to help customers and pride ourselves on making it a positive experience.
• 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.

More About AXS

AXS, a subsidiary of AEG, sells millions of tickets each year for 1600+ premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Headquartered in Downtown Los Angeles, California, AXS employs more than 900 professionals in multiple locations worldwide. In 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

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

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.

AEG\'s policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.