The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role

• Team leadership and management
• Guide agents by demonstrating exceptional customer satisfaction
• Guide, coach and Determine training needs for staff.
• Communicate job expectations to Agents
• Harness agent’s potential to perform optimally
• Tailor recommendations to improve Consultants on reaching their targets.
• Monitor attendance, punctuality and leave of personnel
• Keep to date and abreast of industry trends industry trends
• Manage requests/escalations between different business units to solidify resolution outcomes
• Report on a regular basis on statistics, data, ratios, attrition, and terminations
• Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
• Frequent monitoring of metrics, data and reporting on operational status
• Manage quality assurance
• Oversee the overtime process and monitor different shifts that are in place

Requirements

• A minimum of 2-3 years outbound management experience
• Willingness to work nightshift to accommodate American time zones 

Competencies

• Strong ability to manage a sales team
• Strong ability to empathize with a customer
• Strong problem-solving skills
• Ability to resolve escalated customer issues
• Drive Sales

Sirius XM Holdings Inc. (NASDAQ: SIRI) is the world’s largest audio entertainment company, and the premier programmer and platform for subscription and advertising-supported audio products. With the recent addition of Pandora Radio, the largest streaming music provider in the U.S., SiriusXM reaches more than 100 million people with its audio products and services.