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AEG · 2 days ago

AXS _ Training Assistant Manager - Contact Center

Dallas, TX

Full-time

Onsite

Mid Level

$52K/yr - $62K/yr

4+ years exp

AXS is a subsidiary of AEG that connects fans with their favorite artists and teams, selling millions of tickets each year. The Training and Quality Assistant Manager will ensure effective training and quality standards within the contact center, manage training and quality teams, and collaborate with operations to enhance customer satisfaction.

Card and Board GamesLeisureSports

No H1B

Responsibilities

Manages training team; being present in the classroom and facilitating classes as needed, learning labs as needed and ongoing educational classes. Mentor, develop and coach the training team

Manages and assists the Quality team in developing Call Miner scorecards and reporting that will lead to a positive impact contact center KPI’s and reduce overall operating costs. Manages Quality team, being present on the floor and doing side by sides. Leading by example

Assist in the development of quality programs and provides quality assurance measures to identify and resolve contact center customer issues, ensuring compliance with company policies and KPI’s. Also, collaborate with operation leaders to stay current with business needs and trends, and change quality forms to stay relevant

Partners with operations to promote a culture of continuous learning and growth for each agent within their current job role as well as their personal promotional goals within the company

Partners with other departments to identify training needs and create targeted training and learning labs to address specific skill gaps and uptraining. Also, monitor and evaluate the effectiveness of training programs through assessments, surveys, and feedback from contact center employees

Develops and writes curriculum, implements comprehensive training programs for new and existing employees

Qualification

Training program designQuality assurance processesCustomer service experienceCall center experienceCoachingCurriculum developmentContinuous learning cultureMentoring