AXS _ Training Assistant 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. Together we keep the world cheering.

Job Summary

The Training and Quality Assistant Manager ensures adherence to effective training and quality standards, actively maintains and enhances organizational quality standards, and collaborates with the VP of the contact center to enhance customer satisfaction, client satisfaction, and net promoter score.

Essential Functions

• 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.

Required Qualifications

• 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.

Pay Scale: $52,000.00 - $62,000.00

Bonus: This position is eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: 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.

*Employer does not offer work visa sponsorship for this position.

What’s in it for You?

• Work with a team of problem solvers - We find the opportunities to help customers and pride ourselves on making it a positive experience.
• Extraordinary People – we’re not kidding!
• Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and leveling up through training and education reimbursement.

More about AXS

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. 

More about AEG

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.

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.