AXS _Manager - Contact Center at AXS

Scottsdale, Arizona, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Ticketing, Live EventsIndustries

Requirements

High School Diploma or equivalency (BA/BS Degree preferred) in Business or 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 relevant contact center data points and providing actionable results for leadership)
High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner (preferred)
Willingness to travel up to 10% annually
Fully onsite in Scottsdale, AZ office

Responsibilities

Allocate accountability for the call center’s day-to-day activities
Oversee and direct assistant managers to ensure KPIs and team goals are met for exceptional service delivery, engagement, motivation, and team development
Set high-level expectations for operations (e.g., workflow, performance, compliance) and ensure achievement of team goals through accountability measures with Assistant Managers
Manage Managers, Assistant Managers, Supervisors, and/or individual contributors in a solution-driven environment, including effective performance management and career development conversations
Establish key performance metrics, including measures for accuracy and call-waiting time
Approve plans to maximize productivity of resources
Hire, coach, and provide training to personnel to maintain high customer service standards
Define budgeting strategy and approve expenditures

Skills

Call Center Management

KPI Management

Performance Management

Team Leadership

Operations Management

Staff Supervision

Workflow Optimization

Compliance

Career Development

Metrics Establishment

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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