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Operations Supervisor - Connected Vehicle Services
Sirius XM
Freeport, TX, United States
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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:
• BS/BA 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 without notice.