AXS _Sr. Trainer Contact Center

Company Information
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.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

AXSconnects 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

This position is responsible for training new customer service employees and supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated. The Sr Trainer is responsible for the overall performance and graduation outcomes of both the new hires classes that they train, in addition to the classes trained by trainers under their supervision.

Essential Functions

• Maintains the training calendar, training reporting, scheduling, and delivering training requests. This will also include surveys, quizzes, quality metrics, and other available tools to evaluate training effectiveness to assess the audience's learning and skill development.
• Prepares questions and base knowledge transfer; then administers testing, certifications, content updates.
• Leads cross training effort, organizing times, content and attendees - peer to peer or train the trainer, new management, Quality Assurance, Helpdesk, and other departments as needed.
• Works with Assistant Managers to help transition new hire graduates to AXS Academy-Level Up (aka AALU)
• Collaborates with leaders for key knowledge transfer items. Adjust content as directed by Assistant Manager.
• Assists in content creation but delivers only content approved by the Assistant Manager.
• Partner with IT to get workstations set up, assign nesting agent(s).
• Updates all documentation required to show skill set, performance and KPIs.

Required Qualifications

• High School Diploma or its equivalency
• 4-6 years of experience in Customer Service
• 2-4 years of experience in Contact Center environment
• 2-4 years of experience in training, developing/mentoring
• Ability to convey complex information to non-technical audiences.
• Excellent people skills, with an ability to interact effectively and in a professional, diplomatic and mature manner not only with clients and guests, but with co-workers within the organization
• Excellent written, oral, communication, and presentation skills.
• Ability to follow a strict workflow process for QA and User Acceptance testing
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Google Suite.

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.