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Supervisor, Group Operations
Sirius XM
Irving, TX, United States
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Supervisor, Group Operations - Connected Vehicle Services
Position Type: Regular - Full-Time
Position Summary:
The Group Operations Supervisor position is responsible for providing high quality and efficient customer service to customers through the daily management of a team consisting of Operations Supervisors and Agents. Responsibilities include coaching and developing the team to meet/exceed performance expectations, motivating, recognizing and rewarding the team, participating in the hiring process and providing support to the team after training. Creates an environment that fosters teamwork and cohesiveness at all times. Executes at a high standard and manages toward the highest level of performance across all teams.
Duties and Responsibilities:
• Provides continual evaluation of processes and procedures and suggests methods to improve area operations, efficiency and service to both internal and external customers.
• Works as a leader/member of special or ongoing projects that are important to area/process improvement.
• Uses appropriate judgment in escalating communication regarding department or employee concerns to Operations Manager.
• Works closely with management team in evaluating current systems and making decisions on future development.
• Works in a team environment, including cross-functional teams and teams with business users throughout the company.
Supervisory Responsibilities:
• Leads a team toward the achievement of the established quality, productivity, organization, and service level goals.
• Provides statistical and performance feedback and coaching on a consistent basis to each team member.
• Holds self and 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 the team to promote thorough understanding and execution.
• Prepares performance evaluations and participates in discussions around performance standards, and consistency related to consistent improvement overall.
• Creates and maintains a high-quality work environment to ensure team members are motivated to perform at their highest level.
Minimum Qualifications:
• Bachelor's degree preferred, or equivalent relevant experience.
• Three (3) to five (5) years of progressive leadership experience.
• 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.
• Excellent time management, communication - written and verbal - and interpersonal skills.
• Demonstrated track record of producing significant business results.
• Demonstrates strong decision making and problem solving abilities.
• Identifies opportunities to improve processes and resolve issues and recommends solutions.
• Ability to multi-task and stay organized in a dynamic work environment.
• Ability to work under pressure and within given strict deadlines.
• Prepares reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.
• 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.