Sirius XM Radio Inc. Senior Manager, Call Center Technologies in Washington, District Of Columbia

Requisition ID

18-459

Job Title

Senior Manager, Call Center Technologies

Location

District Of Columbia

Schedule

Full-time

Type of Position

Regular

Job Description

Location: Washington, D.C.

Position Summary:

The Manager role is to gather, analyze, specify, and validate the business needs of project stakeholders related to the customer relationship management (CRM) platform. This includes interviewing stakeholders and gathering and compiling user and technical requirements to convey a high level solution, or multiple solution options, to development teams. Once an agreed-upon solution has been identified, the Manager is responsible for documenting the detailed functional requirements, and be the lead functional manager for the end-to-end project throughout the software lifecycle. The Manager will also apply proven communication, analytical, and problem-solving skills to help support the development process, and to ensure that project deliverables are met according to specifications. It is expected that the Manager is able to effectively function in a lead role on projects related to Sirius XM's desktop applications.

Duties and Responsibilities:

  • Collaborate with project managers and project sponsors to determine project scope and vision.

  • Conduct iterative requirements sessions with the project team to define functional system requirements via workshops, use cases, scenarios and other methods.

  • Lead JAD sessions with architecture team to ensure system support for stated functional requirements when necessary. Establish alternative cases when applicable.

  • When projects span multiple technical teams, understand and manage the end-to-end solution as a project lead, ensuring all points of interface are accounted for.

  • Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to developers/project team.

  • Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.

  • Identify and establish scope and parameters of requirements analysis in order to define impact, outcome criteria, and measure-taking actions.

  • Where necessary, develop prototypes of interfaces and attributes based on findings.

  • Work with stakeholders and project team to prioritize collected requirements.

  • Create process models, specifications, use-cases, diagrams, and charts to provide direction to developers and/or the project team.

  • Manage and track the status of requirements throughout the project lifecycle; enforce and redefine as necessary.

  • Establish and enforce proper change request management procedures for all projects to ensure proper scope control.

  • Communicate changes, enhancements, and modifications -- verbally or through written documentation to project managers, sponsors, and other stakeholders so that issues and solutions are understood.

  • Provide recommendations on new and enhanced processes to ensure that our organization continues to function as efficiently and effectively as possible.

  • Engagement in rotating on-call responsibility in support of SiriusXM global contact centers.

  • Other duties as assigned

Supervisory Responsibilities:

  • There are no direct supervisory responsibilities associated with this job, however, when assigned as the functional lead on a multi-system project, the Manager will be responsible for ensuring other business analysts are meeting milestones, and accurately documenting requirements pertaining to system interfaces and points of data transfer in order to ensure requirements are in compliance with the end-to-end solution.

Minimum Qualifications:

  • Bachelor's degree in business administration, computer science or information systems related field with at least 5 years experience, or equivalent, relevant experience.

  • Experience should include Supporting Call Center Operations in the following capacities:

  • Implementation, operations, and/or maintenance of CRM applications

  • Proven ability to manage third party relationships

  • UI/UX Design

  • Business Analysis

  • Inbound/Outbound contact centers

  • Agent Efficiency and Call Outcome Reporting

  • Agile Methodology

  • Project Management

Requirements and General Skills:

  • Proven experience with business and technical requirements analysis, elicitation, modeling, verification, and methodology development.

  • Experience overseeing the design, development, and implementation of software solutions, systems, or products.

  • Ability to create systematic and consistent requirements specifications in both technical and user-friendly language.

  • Experience administering, configuring, and/or defining requirements for an enterprise customer relationship management (CRM) platform.

  • Ability to apply statistical and other research methods into systems issues and products as required.

  • Demonstrated project management skills and project management software skills, including the ability to provide oversight and guidance through all phases of the project life-cycle.

  • Operational or IT experience in support of a customer contact center.

  • Able to exercise independent judgment and take action on it.

  • Experience defining and executing test scripts and general application testing.

  • Excellent analytical, mathematical, and creative problem-solving skills.

  • Logical and efficient, with keen attention to detail.

  • Highly self-motivated and directed.

  • Ability to effectively prioritize and execute tasks within a given timeline.

  • Strong customer service orientation.

  • Ability to work independently and in a team environment

  • Subscription-based business model experience preferred.

  • Billing system, call center application and customer self-service experience preferred.

  • Must have legal right to work in the United States

Technical Skills:

  • Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Visio).

  • Working technical knowledge of Java applications, web services, and Oracle database architecture preferred.

  • Experience with Oracle Service Cloud, Salesforce, and/or Pega preferred.

  • Experience writing and executing SQL queries

  • Experience with UI/UX design and wireframes.

  • Experience with SOAP/UI.

  • Ability to investigate items with Foglight and Fiddler

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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.