<p>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. 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.</p> <p>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. </p> <p><strong>The Role</strong></p> <p>AXS is seeking a Manager, Contact Center to manage, direct, and supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. The Manager, Contact Center will ensure that technology is utilized to a maximum and that staff are well-organized and productive.</p> <p><strong>What Will You Do?</strong></p> <ul> <li>Allocate accountability for the call center’s day-to-day activities.</li> <li>Oversee and direct assistant managers in ensuring KPI’s and overall team goals are met to ensure delivery of exceptional services and engagement, motivation, and team development.</li> <li>Sets 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.</li> <li>Manage 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..</li> <li>Establish key performance metrics, including measures for accuracy and call-waiting time.</li> <li>Approve plans to maximize the productivity of resources.</li> <li>Hire, coach, and provide training to personnel to maintain high customer service standards.</li> <li>Define budgeting strategy and approves expenditures.</li> </ul> <p><strong>What Will You Bring?</strong></p> <ul> <li>4-6 years of relevant work experience in customer service.</li> <li>2+ years leading, coaching, and developing front-line employees.</li> <li>years in a contact center environment.</li> <li>Business intelligence experience (gathering all relevant contact center data points and then providing actionable results for Contact Center leadership).</li> <li>Strong execution and delivery skills (planning, delivering, and supporting)</li> <li>Strong problem solving and decision making skills.</li> <li>Strong digital literacy skills</li> <li>Adept at collaboration and teamwork.</li> <li>Strong growth mindset (agility and developing self and others)</li> <li>Familiarity with any or all of the following: with Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner</li> <li>Ability to grow a team, reduce attrition and coach/develop a staff of 18+.</li> </ul> <p><strong> </strong></p> <p> </p> <p><em><span class="TextRun SCXW129143701 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW129143701 BCX0">At AXS, we are dedicated to building a diverse, </span><span class="NormalTextRun SCXW129143701 BCX0">inclusive</span><span class="NormalTextRun SCXW129143701 BCX0"> and authentic workplace, so if </span><span class="NormalTextRun SCXW129143701 BCX0">you’re</span><span class="NormalTextRun SCXW129143701 BCX0"> excited about this role but </span><span class="NormalTextRun SCXW129143701 BCX0">can't</span><span class="NormalTextRun SCXW129143701 BCX0"> "check every box</span><span class="NormalTextRun SCXW129143701 BCX0">" in</span><span class="NormalTextRun SCXW129143701 BCX0"> the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.</span></span><span class="EOP SCXW129143701 BCX0" data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335559738":0,"335559739":200,"335559740":276}"> </span></em></p> <p> </p> <p><strong>Pay Scale: $80,000</strong></p> <p><strong>Bonus: </strong>This position is eligible for a bonus under the current bonus plan requirements.</p> <p><strong>Benefits: Full-time: </strong>We offer a 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. Currently, full time employees are eligible for these benefits on the first day of employment.</p> <p> </p> <p><strong><span data-olk-copy-source="MessageBody">*Employer does not offer work visa sponsorship for this position.</span></strong></p> <p> </p> <p><strong>What’s in it for You?</strong></p> <p><strong>Extraordinary People</strong> – we’re not kidding!</p> <p><strong>Me