AXS _Manager - Contact Center

AXS connects 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.

Requirements

• Manage, direct, and supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness
• Ensure that technology is utilized to a maximum and that staff are well-organized and productive
• Allocate accountability for the call center’s day-to-day activities
• Oversee and direct assistant managers in ensuring KPI’s and overall team goals are met
• Manage other Managers, Assistant Managers, Supervisors, and/or individual contributors in a solution driven environment
• Establish key performance metrics, including measures for accuracy and call-waiting time
• Approve plans to maximize the productivity of resources
• Hire, coach, and provide training to personnel to maintain high customer service standards
• Define budgeting strategy and approve expenditures
• High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner

Benefits

• Comprehensive benefits package that includes: 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, and wellness offerings