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Who We Are:
SiriusXM and its brands (Pandora, Stitcher, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners - in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.
This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.
SiriusXM Connected Vehicle
SiriusXM Connected Vehicle (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.
How you’ll make an impact:
The Contact Center Response Supervisor position is responsible for providing high quality and efficient customer service and emergency assistance to customers through the daily management of a team of remote response specialists. Responsibilities include achieving key metrics for the department, coaching, and developing team members to meet/exceed performance expectations, motivating and recognizing team members to hit targets and celebrate success, as well as hiring,
onboarding new employees, and fostering an environment based on teamwork and proactive cohesiveness.
What you’ll do:
Leads a team of contact center agents toward the achievement of the established quality, productivity, and service level goals.
Uses data analysis and reporting to manage their team and track deliverables; continuously measures team effectiveness to ensure alignment with business objectives.
Consistently monitors Response Center performance metrics, proactively identifies, and shares trends/opportunities, and implements action plans when targets are not being achieved.
Consistently looks for new ways to improve Customer Service Excellence.
Provides continual evaluation of processes and procedures and suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Uses appropriate judgment in escalating communication regarding department or employee concerns.
Prepares reports and analyses identifying adverse trends and providing
appropriate recommendations or conclusions.
Works closely with the management team in evaluating current systems and making decisions on future development.
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Holds others accountable, recognizes strong performance and takes action when performance is not meeting expectations.
Develops a thorough understanding of policies and procedures to effectively
handle calls and maximize leadership and development of the team.
Effectively communicates system and/or procedural changes to the team to promote thorough understanding and execution.
Prepares performance evaluations and participates in discussions around performance standards, and consistency related to consistent improvement overall.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
What you’ll need:
Strong verbal and written Bi-lingual skills in Spanish preferred.
Bachelor's degree or equivalent, relevant experience.
2-4 years of call center supervisor/management leadership experience required.
Experience managing remote teams preferred.
Must be flexible to work within a 24/7 environment, 365 days a year.
Good public speaking and presentation skills.
Interpersonal skills and ability to interact and work with staff at all levels.
Strong time management, communication (written and verbal), and interpersonal skills.
Ability to work independently and in a team environment.
Ability to train and coach for performance.
Demonstrates strong decision making and problem-solving abilities.
Identifies opportunities to improve processes and resolve issues and recommends solutions.
Excellent time management, communication - written and verbal- and interpersonal skills.
Ability to multi-task and stay organized in a dynamic work environment.
Work effectively in a remote environment.
Demonstrated track record of producing business results.
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.
Possesses a positive proactive attitude.
Spelling, grammar, proofreading and editing skills.
Excellent time management skills, with the ability to prioritize and multi- task, and work under shifting deadlines in a fast-paced environment.
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
Google suite (Google drive, Docs, Sheets, Forms, and Slides.
Must have legal right to work in the U.S.
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.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.
