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Director / Sr. Director, Listener Loyalty Operations
Sirius XM
New York, NY , United States
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Position Summary:
The Director / Sr. Director, Listener Loyalty Operations will be responsible for the direct management of all Listener Loyalty call center vendors. They will ensure that all operational performance metrics are met or exceeded and will work closely with vendors to develop ongoing continuous improvement plans, strengthen the relationships and allow SXM to take advantage of the full suite of offerings from its vendors.
Duties and Responsibilities:
• Establish good working relationships with all call center vendors in order to drive performance excellence in our enterprise.
• Support and participate in contract negotiations for new or existing call center vendors.
• Provide leadership for the Listener Loyalty Vendor Managers to ensure that all vendors/sites are connected and aligned with the goals and objectives of SiriusXM.
• Develop and implement on-going and consistent activities and actions plans that Vendor Managers can use to manage each site.
• Develop an easy to use reporting process for Vendor Managers to track and report on their progress, success and challenges in implementing the above activities and action plans.
• Provide regular updates to Care Operations and Marketing leadership teams on performance trends and activities occurring to continuously improve.
• Help identify improvements to process and customer experience, to be shared across all vendors and sites as "best practices" as well as implementing "best practices" from other sites and vendors.
• Participate in weekly communication meetings with vendor Business Directors to access needs, gain feedback, and provide additional information as necessary.
• Work closely with the leader of Call Center Support Services and Director of Performance & Planning to add insight into operational reports and data.
• Work closely with the Call Center Learning and Knowledge Management teams to develop programs, materials, or tools to improve performance.
• Coordinate regular business reviews and summits with each vendor and at times collectively to discuss and review past performance and innovate new ideas for performance enhancements.
• Participate in regular visits to sites -- activities include agent/supervisor roundtable discussions, management discussions, agent side-by-side call monitoring.
• Contribute to the annual and ongoing budget process to ensure a well thought out plan is able to be executed to deliver expected results.
• Perform other duties as assigned.
Supervisory Responsibilities:
• Responsible for directing a global team of Vendor Managers to provide on-site direction and guidance of multiple vendors with approximately 2,000 agents in the network.
Minimum Qualifications:
• Bachelor's Degree or equivalent experience.
• 5-7 years of experience in Call Center Vendor management.
• 7-10 years of experience in Call Center management.
• 10+ years managerial experience.
• 75%+ travel required.
Requirements and General Skills:
• Ability to see past day to day activities and look for innovative ideas to continuously improve.
• Ability to work independently and in a team environment.
• Willingness to take initiative and to follow through on projects.
• Commitment to "internal client" and customer service principles.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Strong organizational skills and attention to details.
• Ability to project professionalism over the phone and in person.
• 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.
• Excellent written and verbal communication skills.
• Must have legal right to work in the U.S.
Technical Skills:
• 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.