Sirius XM Radio Inc. Director, Outbound Compliance and Dialing Strategy in New York, New York
Director, Outbound Compliance and Dialing Strategy
Type of Position
Locations: New York, NY
Position Type: Regular - Full-Time
This position will serve as an application subject matter expert on outbound telemarketing compliance and customer contact related projects, and serve as a consultant to the business on improving outbound compliance and customer calling effectiveness. The Outbound Compliance and Contact Strategy Manager will be responsible for managing and administering both manual and automated calling functionality as well as productivity reporting for multiple outsourced vendors managing 2,000+ outbound agents. Duties include, but are not limited to development of outbound compliance application, calling technology partnerships and system/process development, management of all calling list production including list penetration, dialer campaigns, contacts per paid hour and over-arching contact strategy. Our outsourced operation consists of 8+ vendors, 30+ individual call center site locations and over 2,000 outbound call center agents.
Duties and Responsibilities:
Work closely with legal and business intelligence departments to develop and maintain compliant dialing structure and practices and parameters for Federal and State Do Not Call, Enterprise Do Not Call, legal calling time, Wireless and Landline classification and outbound dialing attempt limit requirements.
Understand and interact with SXM legal and industry resources to maintain an accurate and up to date assessment of all requirements for outbound dialing as dictated by the FTC, FCC and other regulatory bodies, to include up to date practices and interpretations of ATDS technology and Wireless/VOIP vs. Landline dialing applications.
Strategize, execute and manage outbound dialing strategy for multiple vendors to ensure campaigns are penetrated compliantly and efficiently while effectively meeting established business goals and scorecard parameters.
Implement comprehensive contact and list penetration strategies based on analytics which encompass manual, and predictive dialing campaigns.
Develop, analyze and distribute production statistics and identify trends to help determine the need for strategy changes and/or technology improvements.
Optimize daily performance on the Dialing and Telephony platforms and works closely with Work Force Management resource, both internal and vendor, to ensure appropriate staffing levels are in place to meet and exceed the necessary outbound call/contact volume.
Responsible for day-to-day administration and monitoring of manual and predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies.
Manage calling performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI's are surpassed.
Execute dialer strategy for multiple internal marketing clients and dozens of individual campaign.
Manage daily campaign strategies and ensures all record/campaign loads are penetrated efficiently and effectively.
Responsible for development, testing, implementation and production of daily business reporting.
Completes regular Quality Assurance monitoring of the dialer systems and processes.
Function as primary point of contact to our technology providers and managed services teams provided by such (both network and technology) and acts as an advocate for team strategic insight, results and makes recommendation for process/system changes.
Identify and implement process improvements.
Responsibility for all aspects of direct management of any resources, currently assigned or assigned in the future, to outbound list management activity, with ownership of:
Development, management and tracking of progress against annual goals,
Personal development of direct report performance on assigned responsibilities,
Driving professional growth and development of assigned resource within the SiriusXM organization and the outsourced management industry,
Management of direct report scheduling, travel and expense approvals.
Bachelor's degree and/or equivalent combination of education and experience required.
Requires eight to ten years of large-scale, outbound sales call center experience.
Five to seven years of outsourced vendor management in the call center industry desired.
Requirements and General Skills:
Strong background in Outbound call center compliance.
Strong background in direct to consumer sales marketing, measurements and reporting, quality processes, retention and contract administration.
Understanding of call center best practices, forecasting/scheduling, dialer and manual outbound customer contact management, and Dialing platform/telecom/CRM applications is preferred.
Strong analytical skills with excellent computer skills.
Ability to interact with all levels of management including executive level.
Self-motivated, self-starter, and takes initiative.
10% - 15% travel domestic/international (Valid Passport Required).
Effective communication verbal and written skills.
Excellent time management and organizational skills, attention to detail and problem solving skills and demonstrated analytical competencies.
Commitment to "internal client" and customer service principles.
Ability to work independently and in a team environment.
Strong interpersonal relationship and management experience preferred.
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 U.S.
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
Strong understanding of outbound dialing technologies for both automated and manual systems.
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.
Company EEO Statement
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.