Manager, Contact Center Operations
JerrySalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Entertainment, Ticketing, Customer ServiceIndustries
Requirements
- High School Diploma or its equivalency (BA/BS Degree Preferred) in Business or a related field
- 4-6 years of relevant work experience in customer service
- 2+ years leading, coaching, and developing front-line employees
- Over 2 years of experience in a contact center environment
- Over 2 years of business intelligence experience (gathering all relevant contact center data points and then providing actionable results for Contact Center leadership)
- High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner preferred
- Travel - up to 10% annually
- Fully onsite in Scottsdale, AZ office
Responsibilities
- Manage, direct, and supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness
- Ensure that technology is utilized to a maximum and that staff are well-organized and productive
- Allocate accountability for the call center’s day-to-day activities
- Oversee and direct assistant managers in ensuring KPI’s and overall team goals are met to ensure delivery of exceptional services and engagement, motivation, and team development
- Set high level expectations for the operations (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals through accountability measures set with Assistant Managers
- Manage other Managers, Assistant Managers, Supervisors, and/or individual contributors in a solution driven environment, and conduct effective performance management and meaningful career development conversations
- Establish key performance metrics, including measures for accuracy and call-waiting time
- Approve plans to maximize the productivity of resources
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Define budgeting strategy and approve expenditures
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary range for the AXS Manager - Contact Center position?
The pay scale is $69,140.00 to $85,000.00 annually.
Is this role remote or onsite, and where is it located?
This role is fully onsite and based in the Scottsdale, AZ office.
What are the key required qualifications and skills for this position?
Candidates need a High School Diploma (BA/BS preferred), 4-6 years of customer service experience, 2+ years leading front-line employees, over 2 years in a contact center, and over 2 years of business intelligence experience. High proficiency with tools like Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner is preferred.
What benefits are offered for this full-time position?
Full-time employees receive a comprehensive benefits package.
Is there a bonus for this role, and what about travel requirements?
The position is eligible for a bonus under the current bonus plan requirements. Travel is up to 10% annually.
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.
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