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Senior Manager, Marketing, Ad Sales
Sirius XM
New York, NY, United States
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Job Description
Position Summary:
This position is accountable for day-to-day supervision of 3rd party inbound vendor performance to include performance management and contract compliance.
Duties and Responsibilities:
• Meet/exceed all key performance indicators to include sales, saves, quality and, customer satisfaction.
• Effectively manage vendor contracts.
• Maintain the highest levels of customer service standards and representing the overall best interests of SiriusXM.
• Communicate direction of SiriusXM's Listener Care organization and facilitate adherence to policies and procedures that support the overall department objectives.
• Analyze reports to determine performance gaps and manage action plans to improve.
• Work closely with other organizational entities including, but not limited to Channel Management, CRM, Workforce Management, Command Center, Reporting, Training, and Quality.
• Recommend and develop actions to improve customer satisfaction, and operational efficiencies.
• Interact with various organizational levels within SiriusXM and Outsourced Partners.
• Manage projects and act as point of contact for various internal business owners.
Supervisory Responsibilities:
• There are no supervisory responsibilities associated with this job.
Minimum Qualifications:
• BS/BA Degree and/or equivalent combination of education and experience required.
• Requires five to eight years of large-scale call center experience.
• Requires a minimum of three to five years of vendor relationship management in the call center industry.
• Strong background in consumer customer service, measurements and reporting, quality processes, inbound sales, retention and contract administration.
• Understanding of call center best practices, forecasting/scheduling, call routing, and ACD/telecom/CRM applications is preferred.
• Strong analytical skills with excellent computer skills.
• Excellent interpersonal, verbal and written communication skills.
• Solid time-management and organizational skills and ability to handle multiple tasks simultaneously is required.
• Ability to interact with all levels of management.
• Self-motivated, self-starter, and takes initiative.
• 75 -- 80% travel domestic/international (Valid Passport Required)
Requirements and General Skills:
• Commitment to "internal client" and customer service principles.
• Ability to work independently and in a team environment.
• Ability to pay attention to details and be organized.
• Ability to handle multiple tasks in a fast-paced environment.
• Willingness to take initiative and to follow through on projects.
• Excellent written and oral communication skills.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Must have legal right to work in the country in which the employee is based.
Technical Skills:
• Productive knowledge of MS Word, Excel, PowerPoint, and Outlook.
• Ability to use softphone application.
• Ability to use conference lines and desktop sharing application.
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.