Sirius XM Radio Inc. Operations Manager in Irving, Texas
Type of Position
Location: Irving, TX
The Contact Center Manager manages call center operations while maintaining client satisfaction. This is accomplished by providing high-quality and efficient customer service to customers through the daily management of a team consisting of group supervisors, operations supervisors and 100+ response specialists. Responsibilities include coaching and developing the team to meet/exceed performance expectations, motivating, recognizing and rewarding the team, participating in the hiring process and providing support to the team after training. Creates a motivational environment that fosters high performance and teamwork.
Duties and Responsibilities:
Leads a team of supervisors and response specialists toward the achievement of the established quality, productivity and service level goals.
Promotes process improvement by continual evaluation of processes/procedures to improve operations, efficiency and service to both internal and external customers by monitoring systems performance; conducting audits and analyses; identifying and resolving problems; preparing and completing action plans.
Works on projects in meeting business deliverables.
Accomplishes call center human resource objectives by orientating, training, and effectively communicating job expectations; performance management by coaching, counseling, administering disciplinary action; planning, monitoring, appraising, and reviewing employee contributions; enforcing policies and procedures, and monitoring scheduling systems.
Monitors overall employee performance and identifies trends and opportunities and sharing findings with leadership team in cultivating efforts to drive high performance.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; benchmarking state-of-the-art practices; participating in professional networking groups.
Bachelor's degree or minimum of 8 years of relevant experience as a leader of a call center environment.
Prior experience to include: customer focus, customer service, effective verbal and written communication, process improvement/problem solving, conflict resolution; driving high performance; fostering teamwork.
Must be flexible to work within a 24/7 environment, 365 days a 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.
- 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.