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Vice President, Contact Center Operations

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SiriusXM

1mo ago

  • Job
    Full-time
    Entry Level
  • Irving

AI generated summary

  • You need extensive experience in contact center management, strong leadership skills, and a proven track record in driving operational excellence and enhancing customer experience.
  • You will oversee contact center operations, manage team performance, enhance service quality, implement strategies for efficiency, and ensure a positive customer experience.

Requirements

  • What You’ll Need
  • Bachelor’s degree or equivalent experience.
  • 15+ years contact center experience, with at least 8 years in a leadership role.
  • Specific skills in process optimization and productivity.
  • Experience of managing large and complex budgets and proven ability to manage and control costs effectively.
  • Proven management experience and skills, especially in building, leading and motivating large teams and of managing performance and conduct fairly and decisively.
  • Ability to work with understanding and efficiency alongside people from different cultures and geographical locations.
  • Able to constructively challenge the status quo and influence through clear, informed and logical argument to drive change.
  • Have a far-reaching vision, strong leadership skills and passionate commitment to success.
  • Required to be in the office 2-3 days per week with occasional Domestic and International travel.
  • Ability to see past day-to-day activities and look for innovative ideas to continuously drive improvement.
  • Commitment to internal client and customer service principles.
  • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
  • Good public speaking and presentation skills.
  • Must have legal right to work in the U.S.

Responsibilities

  • Ensure SXM Connect agents and third-party contact centers meet all key performance indicators to include response, retention, quality, help desk, workforce management, and training.
  • Promote continuous improvement with ongoing 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.
  • Accomplish contact center objectives by orientating, training, and effectively communicating SXM Connect 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.
  • Monitor overall employee performance, identify trends and opportunities, and share findings with leadership team in cultivating efforts to drive high performance.
  • Maintain professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; benchmarking state-of-the-art practices; participating in professional networking groups.
  • Support and participate in contract negotiations for new or existing contact center vendors - provide leadership for the SXM/Vendor Management staff to ensure that all SXM agents/vendors sites are connected and aligned with the goals and objectives of SiriusXM Connect.
  • Work closely with all internal departments to add insight into operational reports and data.
  • Coordinate regular business reviews with vendor partners to discuss and review past performance and innovate new ideas for performance enhancements.
  • Work with the Finance Team to prepare an appropriate budget and manage the budget carefully thorough year to minimize spend with a strong focus on productivity.
  • Perform other duties as assigned.

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.

SiriusXM

Shape the future of audio.

Entertainment & Media
Industry
1001-5000
Employees
1990
Founded Year

Mission & Purpose

SiriusXM and its brands (Pandora, 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.