Workforce Assistant - Contact Center

Position: AXS _Workforce Assistant - 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 Workforce Assistant is responsible for optimizing staffing levels and ensuring the Call Center is properly staffed to handle all Call Center Volume. Must demonstrate a clear understanding of how planning/forecasting staff requirements translate to optimal real-time management to support multi-department contact center operations.

Key Responsibilities:

Identify intraday trends with a special emphasis on looking for possible downtime and telephony issues. This is an onsite position based in either Frisco, TX or Scottsdale, AZ.

Essential Functions

* Report and work closely with Operations and systems teams to manage and resolve downtime and telephony issues.

* Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.

* Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of our Community system.

* During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered.

Required Qualifications

* High School Diploma or its equivalency.

* Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.) with the ability to organize/analyze data in a structured manner.

* Proficiency with any of the following:
Five9, Zen Desk, Satisfi, Community, eWFM, and Call Miner preferred.

Pay Scale: $17.96 - $21.00 per hour

Bonus:
This position is Not 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.

To learn more about our culture and values, visit:

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…