AXS _Assistant Manager - Contact Center at AXS

Frisco, Texas, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Ticketing, Customer ServiceIndustries

Requirements

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

Responsibilities

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
Assist in the supervision, planning, organizing, coordinating, and managing all aspects of the Contact Center
Ensures staff is trained and adheres to all policies and procedures

Skills

Key technologies and capabilities for this role

Contact Center ManagementCustomer ServiceTeam LeadershipPerformance MetricsResource PlanningEmployee CoachingOperational ManagementCompliance

Questions & Answers

Common questions about this position

What is the salary range for the Assistant Manager - Contact Center position?

The pay scale is $52,000.00 - $57,000.00.

Is this role remote or onsite?

This role is onsite in the Frisco, TX office.

What skills and experience are required for this position?

Required qualifications include 4+ years of relevant customer service experience, 2+ years leading and coaching front-line employees, contact center experience, strong problem-solving, decision-making, digital literacy, collaboration skills, and a growth mindset. High proficiency with tools like Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner is preferred.

What benefits are offered for this full-time position?

Benefits include medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan with 3% employer match, flexible spending and health savings accounts, and wellness offerings.

What makes a strong candidate for this Assistant Manager role?

Strong candidates will have proven ability to grow a team, reduce attrition, and coach/develop staff, along with experience leading front-line employees in a contact center and skills in problem-solving, execution, and tools like Five9 or ZenDesk.

AXS

Global ticketing platform for events and analytics

About AXS

AXS is a global ticketing platform that utilizes integrated technology and analytics to power primary and resale marketplaces, offering best-in-class ticketing, marketing, and data technology for various events, from music clubs to major sporting events.

Los Angeles, CaliforniaHeadquarters

2011Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, Consumer Software, AI & Machine Learning, Consumer GoodsIndustries

201-500Employees

Benefits

Professional Development Budget

Risks

Increased competition from emerging ticketing platforms could erode AXS's market share.

Consumer backlash against high service fees may lead to regulatory scrutiny.

Economic downturns may reduce consumer spending on live events, affecting AXS's revenue.

Differentiation

AXS integrates AI-driven analytics for enhanced ticket sales forecasting and customer insights.

AXS adopts blockchain technology for secure and transparent ticket transactions.

AXS expands virtual and hybrid event ticketing solutions for remote audiences.

Upsides

AXS partners with Lyft to offer transportation options at live events.

AXS launches Apple Wallet tickets at Red Rocks Amphitheatre, enhancing user convenience.

AXS acquires majority stake in WRSTBND to boost its global platform.

Land your dream remote job 3x faster with AI

Try Jobo Free