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Vice President, Call Center Operations
Sirius XM
New York, NY, United States
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Locations: New York, NY or Washington, D.C.
Position Type: Regular - Full-Time
Position Summary:
The VP Contact Center Operations will be responsible for the direct management of all Inbound call center vendor management staff and vendors. They will ensure that all operational performance metrics are met or exceeded and will work closely with vendors to develop on-going continuous improvement plans, strengthen the relationships and allow SXM to take advantage of the full suite of offerings from our vendors.
Duties and Responsibilities:
• Accountable for ensuring vendor management staff and contact centers meet all key performance indicators to include sales, quality, retention and, customer satisfaction.
• Establish good working relationships with all contact 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 Vendor Management staff 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 Management staff can use to manage each site.
• Develop an easy to use reporting process for Vendor Management staff to track and report on their progress, success and challenges in implementing the above activities and action plans.
• Provide regular updates to Contact Center leadership 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 all internal departments to add insight into operational reports and data.
• Work closely with the Support Services 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 site activities including agent/supervisor roundtable discussions, management discussions and conduct 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.
• Manage strategic relationships with other organizational entities including, but not limited to Channel Management, CRM, Workforce Management, Command Center, Reporting, Training, and Quality.
Supervisory Responsibilities:
• Responsible for directing a global team of Vendor Management staff to provide on-site direction and guidance of multiple vendors with over 5,000 agents in the network.
Minimum Qualifications:
• Bachelor's degree or equivalent, relevant experience.
• 5-7 years of experience in Call Center Vendor management.
• 7-10 years of experience in Call Center management.
• 10+ years of 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 image 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.