FAQs
What is the primary responsibility of the Vice President, Contact Center Operations at SiriusXM?
The primary responsibility of the Vice President, Contact Center Operations is to lead and oversee the contact center of SXM Connect, developing and implementing strategies that enhance customer experience, drive customer satisfaction, and foster customer loyalty.
What qualifications are required for the Vice President, Contact Center Operations position?
The position requires a Bachelor’s degree or equivalent experience, a minimum of 15 years of contact center experience (with at least 8 years in a leadership role), specific skills in process optimization, and proven management experience in building and leading large teams.
How crucial is budget management for this role?
Budget management is very crucial for this role. The Vice President will manage large and complex budgets and will need to collaborate with the Finance Team to prepare and manage the budget carefully, aiming to minimize spend while focusing on productivity.
What key performance indicators (KPIs) are involved in this role?
The key performance indicators (KPIs) include agent response time, customer retention, service quality, help desk effectiveness, workforce management, and training outcomes.
Is travel required for this position?
Yes, the position requires occasional domestic and international travel, alongside being in the office 2-3 days per week.
What attributes are essential for a successful Vice President in this role?
Essential attributes include strong leadership skills, a far-reaching vision, the ability to constructively challenge the status quo, excellent time management skills, good public speaking and presentation skills, and a commitment to customer service principles.
What kind of work environment does SiriusXM strive to maintain?
SiriusXM aims to provide and maintain a work environment that fosters mutual respect, professionalism, and cooperation, ensuring equality and diversity.
How does the Vice President coordinate with vendors?
The Vice President will support and participate in contract negotiations with vendors, lead business reviews to assess past performance, and innovate new ideas for performance enhancements to ensure alignment with SXM Connect's goals and objectives.
What is the role of the Vice President regarding employee performance?
The Vice President is responsible for monitoring overall employee performance, identifying trends and opportunities, coaching and counseling staff, and ensuring effective communication of job expectations.
How is continuous improvement promoted in this role?
Continuous improvement is promoted through ongoing evaluation of processes and procedures to enhance operations, efficiency, and service, as well as by conducting audits, identifying issues, and preparing action plans for resolution.
What is the importance of collaboration with internal departments?
Collaboration with internal departments is crucial as it helps to gather insights into operational reports and enhances the effectiveness of customer service initiatives by aligning strategies across the organization.