CV Operations Supervisor

Responsibilities

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you’ll make an impact:

The Contact Center Revenue Generation Supervisor is responsible for the daily management of a remote Retention Specialist team in the SiriusXM Connect contact center. Responsibilities include ensuring an exceptional customer experience is provided during the sales process, achieving sales and contact center metrics, coaching and developing team members, motivating and recognizing team members, as well as hiring, onboarding new employees, and fostering an environment based on engagement, teamwork, collaboration, and cohesiveness.

What you’ll do:

• Lead a team of contact center agents toward the achievement of the established goals for sales, retention, quality, and call handling results.
• Consistently monitor team performance through reporting scorecards and call listening/audits, proactively identify issues, share trends/opportunities, and implement action plans when targets are not being achieved.
• Provide constant recognition to their team to keep the environment fun and rewarding.
• Engage with team members through video calls, Slack, videos, email, and other activities numerous times per day fostering a strong team and individual relationships.
• Provide in-depth behavior-based coaching via video call and documents sessions with agreed upon actions.
• Administer progressive discipline or terminate employment when attendance or desired performance targets are not being achieved or there is a violation of company policy.
• Participate with the recruiting process by interviewing candidates and making hiring decisions.
• Share process changes, new initiatives, system changes, or other pertinent information to their team members.
• Conduct team meetings and call listening sessions on a regular basis to share information and focus on quality and enhance sales skills.
• Respond to agent questions or concerns in supervisor monitored Slack channels.
• Validate system issues agents are experiencing and opens tickets as needed with appropriate departments.
• Consistently look for new ways to improve retention, sales, quality, and call handling results and enhance the agent and customer experience.
• Participate as a stakeholder or lead contact center projects and initiatives.
• Escalate department or employee concerns appropriately.
• Prepare and conduct mid-year and annual agent performance evaluations.

What you’ll need:

• Bachelor's degree or equivalent relevant experience.
• 2-4 years of leadership experience in a sales contact center environment.
• Experience working remotely and managing remote teams, preferred.
• Must be flexible to work within a 24/7 environment, 365 days a year.
• Demonstrated ability of team achieving desired sales, quality, attendance, and call handling metrics.
• Project a positive, supportive, and inspirational leadership style.
• Solid verbal and written communication skills and the ability to present information to agents, teams and leadership.
• Ability to document agent discussions, prepare mid-year, and annual performance appraisals.
• Excellent interpersonal skills and the ability to interact with staff at all levels.
• Ability to work independently and in a team environment.
• Ability to train and coach agents towards desired performance expectations.
• Demonstrates strong decision making and problem-solving abilities by recognizing issues and acting upon or resolving them.
• Ability to prioritize work and meet desired deadlines in a fast-paced virtual contact center.
• Willingness to take initiative and assist with projects.
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access) and Google suite (Google drive, Docs, Sheets, Forms, and Slides).
• Experience with automation and/or AI tools such as chatGPT, Gemini, etc.
• Must have legal right to work in the U.S.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.