Sirius XM Radio Inc. Operations Supervisor, Overnight in Irving, Texas
Operations Supervisor, Overnight
Type of Position
Position Location: Irving, TX
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.
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.
Leads 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.
Bachelor's degree or equivalent, relevant experience.
2-4 years of leadership experience preferred.
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.
Strong time management, communication, written and verbal, and interpersonal skills.
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 attitude.
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.
- Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, 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 without notice.
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.