AXS _Contact Center - Assistant Manager

1 month ago
Full-time
Senior
Customer and Technical Support
AXS

AXS

AXS is a leading entertainment ticketing company that connects fans with their favorite artists and teams. They sell millions of tickets to a wide range of events, from concerts to sports, at iconic venues worldwide. With a focus on improving the fan e...

Media
51-250
Founded 2010

Description

  • Direct the contact center’s day-to-day activities.
  • Manage team workflow, performance, and compliance while ensuring goals are met within timelines and budgets.
  • Plan and allocate resources to maximize productivity.
  • Collect and analyze contact center statistics and customer service metrics.
  • Provide regular feedback and conduct formal performance reviews.
  • Support staff training, motivation, and development.
  • Ensure staff follow company policies and procedures.
  • Help drive exceptional service and positive customer experiences.

Requirements

  • High school diploma or equivalent required; BA/BS degree in a relevant business area preferred.
  • 4+ years of relevant customer service experience.
  • 2+ years of experience leading, coaching, and developing front-line employees.
  • Experience working in a contact center environment.
  • Strong planning, delivery, and support/execution skills.
  • Strong problem-solving and decision-making skills.
  • Strong digital literacy skills.
  • Ability to collaborate effectively and work well in a team.
  • Growth mindset with agility and interest in developing yourself and others.
  • High proficiency with Five9, ZenDesk, Satisfi, Community, eWFM, or Call Miner preferred.
  • Proven ability to grow a team, reduce attrition, and coach/develop staff.
  • No work visa sponsorship is available for this position.

Benefits

  • Pay range of $57,000 to $59,020 annually.
  • Eligible for a bonus under the current bonus plan.
  • Medical, dental, and vision insurance.
  • Paid holidays, vacation time, and sick time.
  • Company-paid basic life insurance and voluntary life insurance options.
  • Parental leave.
  • 401(k) plan with a current 3% employer match.
  • Flexible spending account and health savings account options.
  • Wellness offerings.
  • Training and education reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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