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AXS · 4 days ago

AXS _Manager - Contact Center

Scottsdale, AZ

Full-time

Onsite

Mid, Senior Level

$69K/yr - $85K/yr

4+ years exp

AXS connects fans with the artists and teams they love, selling millions of tickets to events worldwide. The Manager of the Contact Center will oversee daily operations, ensuring efficiency and exceptional service while developing staff and meeting key performance indicators.

Media and Entertainment

No H1B

Responsibilities

Allocates accountability for the call center’s day-to-day activities

Oversees and directs assistant managers in ensuring KPI’s and overall team goals are met to ensure delivery of exceptional services and engagement, motivation, and team development

Setting 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

Manages other Managers, Assistant Managers, Supervisors, and/or individual contributors in a solution driven environment, and is accountable for conducting effective performance management and meaningful career development conversations

Establishes key performance metrics, including measures for accuracy and call-waiting time

Approves plans to maximize the productivity of resources

Hires, coaches, and provides training to personnel to maintain high customer service standards

Defines budgeting strategy and approves expenditures

High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner preferred

Qualification

Five9ZenDeskSatisfiBusiness IntelligenceContact Center ExperienceCoachingTeam DevelopmentPerformance Management

Required

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)

Travel - up to 10% annually