Sirius XM Radio Inc. Senior Manager, Command Center in Washington, District Of Columbia
Senior Manager, Command Center
District Of Columbia
Type of Position
Location: Washington, D.C.
The Command Center Manager will sit within the shared services organization and work cross functionally with internal and external partners at multiple levels. Position requires a solid understanding of IT service management, workforce management principles and technology specific to a call center environment.
Duties and Responsibilities:
Deal effectively and quickly with all queries, issues or complaints.
Manage the checkouts for major changes/releases with our outsourced partners.
Accountable for the management of incidents that impact call center operations.
Develop and maintain regular and ad-hoc reporting for sales/service analytics using internal data sources.
Create and prepare daily/weekly/monthly/quarterly internal reports for internal and external distribution.
Provide statistical analysis on key performance indicators associated with call center performance metrics.
Daily service reporting of operational status to all areas and all levels within the group.
Hande incidents focusing on communication and escalation to needed areas. Serve as liaison between sites and service desk as needed.
Establish and manage relationships with internal and external partners.
Ensure compliance and adherence to the change, incident and problem management processes and supporting procedures.
Perform other duties as assigned.
- Manage team of 5-10 command center personnel.
Bachelor's degree in an analytical field or equivalent, relevant experience.
3 to 5 years of workforce management experience in a contact center environment, with increasing responsibility.
3-5 years of management experience.
Understanding of ITIL Fundamentals, ITIL Certification a plus.
Requirements and General Skills:
Must be able to work with large amounts of data to create and develop documents to collect, manage, and report information required by management.
Strong understanding and demonstrated experience in managing contact center intra-day operations.
Have a strong commitment to excellence and personal and professional growth.
Have demonstrated an aptitude for analytics.
Enjoy working on teams as well as a demonstrated ability to work independently.
Enjoy problem solving.
Be resourceful, responsible, and independent.
Excellent written and oral communication skills.
Ability to be a self-starter with excellent follow-up skills.
Must have legal right to work in the U.S.
Knowledge of integrated call center systems and capabilities. (Avaya/Genesys/IEX etc).
Extensive experience working with WFM applications. Experience with Genesys WFM preferred.
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
Advanced proficiency in MS Excel eg. Pivot Tables, Analysis Add on , Macros etc.
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.