Sirius XM Radio Inc. Operations Supervisor - Connected Vehicle Services in Irving, Texas

Requisition ID

17-652

Job Title

Operations Supervisor - Connected Vehicle Services

Location

Texas

Schedule

Full-time

Type of Position

Regular

Job Description

Position Summary:

The Operations Supervisor position is responsible for providing high quality and efficient customer service to customers through the daily management of a team of agents. Responsibilities include coaching and developing agents to meet/exceed performance expectations, motivating, recognizing and rewarding the team, participating in the hiring process and providing support to agents after training. Create an environment that fosters teamwork.

Duties and Responsibilities:

  • 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.

Supervisory Responsibilities:

  • Lead a team of contact center agents toward the achievement of the established quality, productivity and service level goals.

  • 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 team.

  • Monitors case activity in the system to ensure proper handling and adherence to policies and procedures.

  • Effectively communicates system and/or procedural changes to agents to promote thorough understanding.

  • Prepares performance evaluations and participates in discussions around performance standards.

  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Minimum Qualifications :

  • Bachelor's Degree preferred.

  • Two-four years of leadership experience preferred.

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

Requirements and General Skills:

  • Demonstrated ability to manage, develop and motivate teams in a fast-paced environment.

  • Strong passion for the brand and delivering a great customer experience with every interaction.

  • Strong time management, communication - written and verbal- and interpersonal skills.

  • Demonstrated track record of producing business results.

  • Utilizes sound decision making skills and communicates well with other team members and business users.

  • Identifies problems and recommends solutions.

  • Works in a team environment, including cross-functional teams and teams with business users throughout the company.

  • Ability to multi-task and stay organized in a dynamic work environment.

  • Possesses a positive attitude.

  • Prepares reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.

  • Works closely with management team in evaluating current systems and making decisions on future development.

  • Ability to work under pressure and within given strict deadlines.

  • Demonstrates strong decision making and problem solving ability.

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

Technical Skills:

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

Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.

The requirements and duties described above may be modified or waived by the Company in its sole discretion.

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.