AXS _Contact Center - Assistant Manager

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 the team (e.g., workflow, performance, and compliance), 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 and the formal performance review process to ensure delivery of exceptional services, engagement, motivation, and team development. Required Qualifications High School Diploma or its equivalency (BA/BS Degree Preferred) in a relevant business area. 4+ years of relevant experience in customer service. 2+ years leading, coaching and developing 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 to grow a team, reduce attrition, and coach/develop staff. Pay Scale $57,000.00 - $59,020.00 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, 401(k) Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. Work Visa Sponsorship 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 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. 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. #J-18808-Ljbffr AEG WORLDWIDE