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. 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.  

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.

• 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 to ensure delivery of exceptional services and engagement, motivation, and team development.
• 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.
• 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..
• 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 approves expenditures.

• 4-6 years of relevant work experience in customer service.
• 2+ years leading, coaching, and developing front-line employees.
• years in a contact center environment.
• Business intelligence experience (gathering all relevant contact center data points and then providing actionable results for Contact Center leadership).
• Strong execution and delivery skills (planning, delivering, and supporting)
• Strong problem solving and decision making skills.
• Strong digital literacy skills
• Adept at collaboration and teamwork.
• Strong growth mindset (agility and developing self and others)
• Familiarity with any or all of the following: with Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner
• Ability to grow a team, reduce attrition and coach/develop a staff of 18+.

At AXS, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles. 

AXS, a subsidiary of AEG, sells millions of tickets each year for 1600+ premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Headquartered in Downtown Los Angeles, California, AXS employs more than 900 professionals in multiple locations worldwide. In each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment. 

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.

We are dedicated to a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

We’re an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status. 

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.

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions.  We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.

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