Assistant, National Desk Operations - Connected Vehicle

Company: SiriusXM
Location: Irving
Posted on: May 3, 2021

Job Description:

SiriusXM and Pandora have joined together to create the leading audio entertainment company in the U.S. Together, we are uniquely positioned to lead a new era of audio entertainment by delivering the most compelling subscription and ad-supported audio experiences to millions of listeners -- in the car, at home and on the go. Our talent, content, technology and innovation continue to be at the forefront, and we want you to be a part of it! Check out our current openings below and atSummary:The National Desk Analyst role is responsible for real-time monitoring of the CV contact centers across the enterprise with two key priorities: ensuring we meet our contractual service level (SLA) performance metrics and that we do so with optimal operating efficiency. This is done by monitoring call volumes, handle times, SLA performance, and taking the appropriate steps in managing agent staffing levels.Duties and Responsibilities:Real-time monitoring of call volumes, handle times, service level performance, agent staffingEnsure proper response to real-time deviation from forecastsReviews and analyzes all data for areas of possible risk and offers suggestions for improvementsCoordinate with leadership team around agent off-phone activitiesAdminister skilling changes to optimize performanceAdministers company voluntary time off processProcessing of time off, reschedule, and other agent requestsScheduling items such as AASR, other off-phone activitiesCoordination with Help Desk, NOC and other groups during system tests or outagesRuns and distributes standard reports as requestedOther duties as assignedSupervisory Responsibilities:NoneMinimum Qualifications:Associate Degree or equivalent work experience. Technology, computer, or business related field or related experience0 -2 years of experience in workforce management for multi-site contact centerand/or equivalent combination of education and experience preferredMust be able to flexible to work in a 24/7 environment, 365 days per yearRequirements and General Skills:Good public speaking and presentation skills.Interpersonal skills and ability to interact and work with staff at all levels.Excellent written and verbal communication skills.Ability to work independently and in a team environment.Ability to pay attention to details and be organized.Ability to project professionalism over the phone and in person.Ability to handle multiple tasks in a fast-paced environment.Commitment to "internal client" and customer service principles.Willingness to take initiative and to follow through on projects.Creative writing ability.Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.Must have legal right to work in the U.S.Technical Skills: Experience with workforce management applications (Genesys) and call routing platforms (GAX)Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).More details about our company benefits can be found at the following link here. #benefitsOur goal at SiriusXM+Pandora is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM+Pandora 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.

Keywords: SiriusXM, Irving , Assistant, National Desk Operations - Connected Vehicle, Other , Irving, Texas