AXS _Assistant Manager - Contact Center

Company Information
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

AXSconnects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.

Job Summary

The Assistant Manager Contact Center assists in the supervision, planning, organizing, coordinating, and managing all aspects of the Contact Center and ensures staff is trained and adheres to all policies and procedures.

Essential Functions

• Directs the contact center's day-to-day activities.
• Manages day to day operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals within established timelines and budgets.
• Delivers effective resource planning to maximize the productivity of resources.
• Collects and analyzes contact center statistics for overall performance, and customer service metrics.
• Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development.

Required Qualifications

• 4+ years of relevant experience in customer service.
• 2+ years leading, coaching and development of front-line employees.
• Experience in a contact center environment.
• Skilled with execution and delivery (planning, delivering, and supporting) skills.
• Strong problem solving and decision-making skills.
• Strong digital literacy skills.
• Adept with collaboration and teamwork.
• Growth mindset (agility and developing yourself and others).
• High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner preferred.
• Proven ability growing a team, reduce attrition, and coach/develop a staff.

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside their normal description.