Sirius XM Radio Inc. Assistant, National Desk Operations - Connected Vehicle Services in Irving, Texas

Requisition ID

18-1427

Job Title

Assistant, National Desk Operations - Connected Vehicle Services

Location

Texas

Schedule

Full-time

Type of Position

Regular

Job Description

Location: Irving, TX

Position Summary:

The National Desk Assistant role is responsible for real-time monitoring of the CV contact centers across the enterprise with two key priorities: ensuring we meet our contractual service level (SLA) performance metrics and that we do so with optimal operating efficiency. This is done by monitoring call volumes, handle times, SLA performance, and taking the appropriate steps in managing agent staffing levels.

Duties and Responsibilities:

  • Perform real-time monitoring of call volumes, handle times, service level performance, agent staffing.

  • Ensure proper response to real-time deviation from forecasts.

  • Review and analyze all data for areas of possible risk and offers suggestions for improvements.

  • Coordinate with leadership team around agent off-phone activities.

  • Administer skilling changes to optimize performance.

  • Administer company voluntary time off process.

  • Process time off, reschedule, and other agent requests.

  • Schedule items such as AASR, Nissan, other off-phone activities.

  • Coordinate with help desk, NOC and other groups during system tests or outages.

  • Run and distribute standard reports as requested.

  • Perform other duties as assigned

Supervisory Responsibilities:

  • None.

Minimum Qualifications:

  • Associate's degree in technology, computer, or business related field or equivalent, relevant experience.

  • 0 - 2 years of experience in workforce management for multi-site contact center.

  • Must be able to flexible to work in a 24/7 environment, 365 days per year.

Requirements and General Skills:

  • Good public speaking and presentation skills.

  • Interpersonal skills and ability to interact and work with staff at all levels.

  • Excellent written and verbal communication skills.

  • Ability to work independently and in a team environment.

  • Ability to pay attention to details and be organized.

  • Ability to project professionalism over the phone and in person.

  • Commitment to "internal client" and customer service principles.

  • Willingness to take initiative and to follow through on projects.

  • Spelling, grammar, proofreading and editing skills.

  • Creative writing ability.

  • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.

  • Must have legal right to work in the U.S.

Technical Skills:

  • Experience with workforce management applications (IEX Totalview) and call routing platforms (Avaya CMS Supervisor).

  • Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.

Company EEO Statement

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.