Assistant Manager Contact Center (Customer Support)

TL;DR

Assistant Manager Contact Center (Customer Support): Supervising and managing daily operations of the contact center with an accent on staff training, performance metrics, and resource planning. Focus on coaching front-line employees, optimizing operational workflows, and ensuring high-quality customer service delivery.

Location: Scottsdale, AZ. Employer does not offer work visa sponsorship for this position.

Salary: $57,000 - $59,020

Company

hirify.global is a premier ticketing platform that connects fans with artists and sports teams across thousands of iconic venues worldwide.

What you will do

• Direct the contact center's daily activities and operational workflows.
• Manage team performance through regular feedback and formal review processes.
• Execute effective resource planning to maximize productivity.
• Analyze contact center statistics to monitor overall performance and customer service metrics.
• Ensure staff is properly trained and adheres to all company policies and procedures.

Requirements

• 4+ years of relevant experience in customer service.
• 2+ years of experience leading, coaching, and developing front-line employees.
• Proven experience working within a contact center environment.
• Must be authorized to work in the US without sponsorship.
• High School Diploma or equivalency (BA/BS degree preferred).
• Strong problem-solving, decision-making, and digital literacy skills.

Nice to have

• Proficiency with Five9, ZenDesk, Satisfi, Community, eWFM, or Call Miner.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401k Plan with a 3% employer match.
• Paid holidays, vacation, and sick time.
• Parental leave and wellness offerings.
• Opportunities for professional growth through training and education reimbursement.