Operations Manager

Sirius XM Radio, Inc.   •  

Irving, TX

Industry: Media


8 - 10 years

Posted 44 days ago

Position Summary:

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.

Minimum Qualifications:

  • 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.

Technical Skills:

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