Manager, Chat Vendor Operations & Support

Reporting to the Associate Director, Operations and Planning

The Manager, Chat Vendor Operations & Support will oversee the day-to-day operations of SiriusXM’s non-voice channels – with primary focus on vendor management of our CHAT support team(s). With the expansion and increased focus of non-voice interactions, this role will manage the operations of chat, email and social media interactions (planning, quality, budgets, reporting) while continuously working on expanding web-based interactions to meet growth targets and driving tangible improvements in customer experience.

Secondary focus of this role will include managing our executive response support – both directly and via existing call centre vendors. In addition, this role will support legal requirements as they relate to customer issues and policy.

Job Details

Accountabilities

Web-Based Interaction Management (Chat, Email & Social Media) ~80%

Day-to-day operations

  • Staffing requirements:
    • Forecasting (Daily, weekly, monthly, annual)
  • Quality:
    • Run weekly calibration sessions with vendors.
    • Establish quality targets and protocols/ Audit and evaluate quality performance.
  • CSAT
    • Establish CSAT targets/ performance manage on results.
    • Develop plans to drive continuous improvement to metrics.
  • Training / Coaching
    • Assist in creation and facilitation of training/coaching to support new product launches, processes, and performance improvement initiatives.

Expansion of chat usage

  • Promote/ expand BOT functionality and automated support in line with SiriusXM’s technical roadmap.
  • Work with internal stakeholders to promote non-voice channels.
  • Define, Measure, Analyze, Implement and control process improvements that make a tangible change to performance.

Reporting

  • Create and distribute operational reports (Daily dashboards, ad hoc reports, and Executive dashboards)

KPI performance (Sales, Retention etc.)

  • Support organization with meeting/exceeding Sales and Retention KPI performance.

Executive level communications

  • Effectively communicate status updates, enhancements, and performance with all levels of the organization.

Budget

  • Assist in managing monthly budget and be a key contributor to the annual budget cycle.

Vendor Management

  • Develop a working relationship with the chat vendors that ensures maximum performance.

Project manage new technology/IT implementations.

  • Lead and project manage new technology/IT implementations.
  • Review BRD’s and support UAT testing.

Executive Response: ~ 20%

  • Business prime for executive escalations/ Oversee departmental function
  • Ensure response and quarterback/implement expected resolution for:
    • Executive
    • CRTC, BBB, Investor Relations, Attorney Correspondence
    • Direct Head Office and Vendor
  • Develop and maintain reporting to identify trends and metrics
    • Review and identify root cause for all escalated complaints and utilize this information to improve communication within the customer care centers ensuring best practices are implemented.
    • Make recommendations to senior management regarding changes to deficient processes as observed through calibration and Escalation management.
    • Lead implementation of any changes in accordance with related objectives
  • Legal
    • Oversee legal requests related to account investigation, confirmation of accounts and closure
  • Account support for Field Operations and Executive Assistants

Knowledge and Skill Requirements

Level of Education

  • BA

Job-related Experience

  • 3-5 years relevant experience (vendor management for Care operations)
  • 2+ years manager-level experience: Care operations – preferably in non-voice channels

Skills & Background

  • Proficiency in Microsoft Office applications – Excel
  • Excellent communication skills and experience in delivering to Senior Leadership (including C level)
  • Ideal candidates will have experience with:
    • Strong understanding of CHAT/ SMS technology and BOT automation
    • Stakeholder project experience for technical migrations
    • Budget/ forecast/ Workforce management

Communications

This position is frequently called upon to reach agreement with others in order to complete work activities; requires presenting a point of view at times and influence others to adopt a course of action.

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