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Project Manager, Contact Center Reporting

Company: Sirius XM Radio
Location: New York
Posted on: January 17, 2020

Job Description:

Position Summary:

The Customer Service Enterprise Business Solution's team is seeking a Project Manager lead for all reporting related to SiriusXM's contact centers. The candidate will be responsible for overseeing the full reporting development process as well as act as the lead in prioritizing all reporting requests from the channel management team. The candidate will also be responsible for managing the pipeline of additional ad-hoc reporting requests and regularly communicate to the business on progress.

This candidate will be instrumental in helping us achieve our cost, revenue, and customer experience goals as we look to improve both the efficiency and effectiveness of our contact centers.

Duties and Responsibilities:

* Serve as Project Manager for all Contact Center reporting

* Work closely with internal SiriusXM teams, including Data Analytics and Business Intelligence, as well as any third-party vendors to ensure continued development of all Contact Center reporting needs

* Develop pipeline for all real time static reporting dashboards

* Lead the development of dynamic self-service reporting tools

* Oversee the full timeline of the development process, including mapping of all requirements, UAT sign-off, and rollout

* Own and maintain relationship with any relevant parties to ensure ongoing support

* Become the central point of contact for all reporting related inquiries

* Manage the reporting request intake process

* Solution all ad-hoc requests from the business and determine effective utilization of resources

* Prioritize all intake requests by evaluating its impact to the business and effort required to produce

* Ensure proper reporting is in place before any critical event launches and tests

* Communicate regularly to the business the status of the full reporting roadmap

* Proactively identify reporting gaps in the organization

* Understand short term and long term organizational goals and ensure the reporting support is available to help drive success

* Interpret the data and provide actionable strategies to optimize Contact Center efficiency

Supervisory Responsibilities:

* None

Minimum Qualifications:

* Bachelor's degree in Mathematics, Statistics, or Economics

* Three (3) to Five (5) years of professional experience in Project Management and Data Analytics

Requirements and General Skills:

* Strong knowledge and understanding of project management

* Strong communication and presentation skills; can summarize and present conclusions in succinct manner to different audiences

* Ability to work with people and develop relationships across various departments and at all levels

* Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast paced environment

* Knowledge of third-party analytic tools, such as Tableau, would be an advantage

* Ability to work closely with departments to develop understanding of operations

* Experience with retrieving, analyzing, and generating insights from data

* Ability to work independently and take ownership of projects with minimum supervision

* Must have legal right to work in the U.S.

Technical Skills:

* Advanced MS Excel knowledge

* Understanding of UI design

* Thorough understanding of data analysis

Our 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: Sirius XM Radio, New York , Project Manager, Contact Center Reporting, Advertising , New York, New York

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