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Director, Call Center Technologies
Sirius XM
Washington, DC, United States
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Position Type: Regular - Full-Time
Position Summary:
This position will support all of the call center technology for the LCC operations. The primary responsibility will include focus on Vendor Management for CRM, Verizon/Genesys platform, Workforce Management, subscriber-facing Chat, Pega Next Best Action, Outbound Solutions, and Telco routing applications. This role requires an in-depth understanding of the IVR and the routing strategy for 26 vendors and over 6,000 agents to ensure proper call routing and agent efficiency. Also includes gathering and refining requirements from business stakeholders and matching to technical capabilities to design and document solutions.
Duties and Responsibilities:
• Responsible for requirements, capability and solutions development associated with changes and enhancements to the technology supporting LCC Operations.
• Identifies business trends through reporting and data analysis and translates into opportunities for process improvement.
• Develops a technology roadmap for each vendor and function.
• Manages IT Vendors including management of KPI's, development teams, and overall governance.
• Assists with the Operational Support of Listener Care Technical Operations.
• Responsible for the Operational support of SXM's complex Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, Workforce Management, and real-time and historical reporting systems.
• Responsible for Operational Support of the technology platform for subscriber-facing Chat.
• Responsible for providing Oversight to the Outsourced Trouble Management, Managed Services & Operations Teams.
• Responsible for maintenance and upgrades to all call center technology and support tools (e.g. .scripts), reports, etc.
• Responsible for providing assistance to the Listener Care Command Center.
• Works with the IT Operations as part of a bigger team with SXM Radio's application owners, which will include Right Now Technologies Engineers, Data Modeling Engineers, IVR Developers, Business Process Analysts and Managers, Marketing personnel, Systems Integration personnel, Project Managers, Vendor partners, etc.
• Responsible for maintaining the Continuous Process and Operational Improvements into various systems at SiriusXM through actions such as working on support KPI's, SLA's and metrics reporting (such as creating methodologies, templates, and process improvements).
• Working as an effective team member to complete project components and assignment tasks.
Supervisory Responsibilities:
• This role will manage two Senior Managers directly.
Minimum Qualifications:
• Bachelor's degree and/or equivalent combination of education and experience.
• Minimum of 8 years of experience Mission Critical Operations in a Globally Distributed environment, managing a 24/7/365 technical operations group in a large, complex application environment supporting a high volume.
• Experience should include Supporting Call Center Operations in the following:
◦ IVR Technologies
◦ Routing
◦ Genesys Agent Desktop
◦ Genesys Agent Scripting
◦ Reporting and Analytics
◦ Right Now Technologies - CRM
◦ Software Development Life Cycle
◦ Requires on-call responsibilities on a monthly rotation schedule
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.
• 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.
• 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.
Technical Skills:
• Visio.
• Configuration Management experience.
• 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.