AXS · 7 hours ago
AXS _ Training Assistant Manager - Contact Center
Frisco, TX
Full-time
Onsite
Mid, Senior Level
$52K/yr - $62K/yr
4+ years expAXS connects fans with the artists and teams they love, selling millions of tickets to events around the world. The Training and Quality Assistant Manager ensures adherence to training and quality standards, collaborating with the VP of the contact center to enhance customer and client satisfaction.
Media and Entertainment
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
Required
4+ years of relevant experience in customer service, call center, or related field
2+ years experience in designing and delivering effective training programs, preferably in a corporate or organizational setting
Experience developing and implementing quality training programs for employees
Implementation of quality assurance processes
Benefits
Medical, dental and vision insurance
Paid holidays
Vacation and sick time
Company paid basic life insurance
Voluntary life insurance
Parental leave
401k Plan (with a current employer match of 3%)
Flexible spending and health savings account options
Wellness offerings
Company
AXS
AXS is a company whose core values reflect a culture that celebrates individual differences and respect of one another.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-09-19Acquired
Leadership Team
Bryan Perez
CEO
Alex Hazboun
Chief Technology Officer
Recent News
2026-01-22
Music Business Worldwide
2026-01-22
Company data provided by crunchbase