Spanish Bilingual Operations Supervisor, Connected Vehicle Response Center

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 Spanish Bilingual Operations Supervisor, Connected Vehicle Response Center position is responsible for providing high quality and efficient customer service and emergency assistance to customers through the daily management of a team of remote response specialists. Responsibilities include achieving key metrics for the department, coaching, and developing team members to meet/exceed performance expectations, motivating and recognizing team members to hit targets and celebrate success, as well as hiring, onboarding new employees, and fostering an environment based on teamwork and proactive cohesiveness.

What you'll do:

• Lead a team of contact center agents toward the achievement of the established quality, productivity, and service level goals.
• Use data analysis and reporting to manage the team and track deliverables; continuously measure team effectiveness to ensure alignment with business objectives.
• Consistently monitor Response Center performance metrics, proactively identify, and share trends/opportunities, and implement action plans when targets are not being achieved.
• Consistently look for new ways to improve Customer Service Excellence.
• Provide continual evaluation of processes and procedures and suggest methods to improve area operations, efficiency, and service to both internal and external customers.
• Work as a member/leader of special or ongoing projects that are important to area/process improvement.
• Use appropriate judgment in escalating communication regarding department or employee concerns.
• Prepare reports and analyses to identify adverse trends and provide appropriate recommendations or conclusions.
• Work closely with the management team in evaluating current systems and make decisions on future development.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Hold others accountable, recognize strong performance and take action when performance is not meeting expectations.
• Develop a thorough understanding of policies and procedures to effectively handle calls and maximize leadership and development of the team.
• Monitor case activity in the system to ensure proper handling and adherence to policies and procedures.
• Effectively communicate system and/or procedural changes to the team to promote thorough understanding and execution.
• Prepare performance evaluations and participate in discussions around performance standards and consistency related to improvement overall.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

What you'll need:

• Bachelor's degree or equivalent, relevant experience.
• 2-4 years of leadership experience preferred in a call center environment.
• Experience managing remote teams preferred.
• Must be flexible to work within a 24/7 environment, 365 days a year.
• Good public speaking and presentation skills.
• Bilingual English/Spanish - must be able to read, write and speak fluently in both languages.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Excellent time management, communication (written and verbal), and interpersonal skills.
• Strong verbal and written Bilingual skills in Spanish.
• Ability to work independently and in a team environment.
• Ability to train and coach for performance.
• Ability to demonstrate strong decision making and problem-solving skills.
• Ability to identify opportunities to improve processes and resolve issues and recommend solutions.
• Ability to multi-task and stay organized in a dynamic work environment.
• Work effectively in a remote environment.
• Demonstrated track record of producing business results.
• Ability to pay attention to details and be organized.
• Ability to project professionalism over the phone and in person.
• Commitment to internal client and customer service principles.
• Willingness to take initiative and to follow through on projects.
• Positive proactive attitude.
• Spelling, grammar, proofreading and editing skills.
• Ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
• Thorough knowledge of Google suite (Google drive, Docs, Sheets, Forms, and Slides.
• 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.