[Hiring] Contact Center Revenue Generation Supervisor @Sirius XM

Role Description

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.
• Hiring and onboarding new employees.
• 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 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 the 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.
• Provide in-depth behavior-based coaching via video call and document sessions with agreed upon actions.
• Administer progressive discipline or terminate employment when attendance or desired performance targets are not being achieved.
• Participate in the recruiting process by interviewing candidates and making hiring decisions.
• Share process changes, new initiatives, system changes, or other pertinent information with team members.
• Conduct team meetings and call listening sessions on a regular basis.
• Respond to agent questions or concerns in supervisor monitored Slack channels.
• Validate system issues agents are experiencing and open tickets as needed with appropriate departments.
• Consistently look for new ways to improve retention, sales, quality, and call handling results.
• 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.

Qualifications

• 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.
• Ability to document agent discussions and prepare 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.
• 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 and Google suite.
• Experience with automation and/or AI tools such as chatGPT, Gemini, etc.
• Must have legal right to work in the U.S.

Benefits

• 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 any characteristic protected by applicable laws.