Alert Team Lead II

SiriusXM Radio, Inc.
United States, Texas, Houston
Mar 12, 2025
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 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: As a key component of the contact center, the Alert Team Lead II will provide operational support for all Response Center Agents as well as external customers. This includes managing customer escalations, troubleshooting technical issues, handling special requests, and monitoring all customer communications. In addition, the Alert Team Lead II will be responsible for overseeing more complex incidents, ensuring timely resolutions, and maintaining effective communication across teams. They will also support the continuous improvement of team performance by providing guidance and identifying opportunities for process enhancements. The role involves ensuring adherence to company policies and compliance standards while delivering an exceptional customer experience. What You'll Do: Serve as a second-level support resource to assist both internal and external customers. Consistently apply effective communication, retain, and recall knowledge, and demonstrate speed and efficiency in completing tasks, while using creative problem-solving skills. Demonstrate a moderate ability to influence others and make a meaningful impact. Utilize templates for ticket creation, refund requests, and outgoing emails. Consistently send outgoing emails free of grammar and spelling errors. Make contributions that will have a noticeable effect on team or project outcome. Approach service and retention with integrity, compassion, and perseverance. Support Account Managers in maintaining client relationships, providing client updates, addressing customer support needs, following up on service ticket inquiries, and researching accounts. Resolve escalated issues and offer additional support and service to contact center agents and their customers. Contribute to team goals by meeting or exceeding operational and quality objectives. Consistently meet or exceed QA standards. Assist and guide contact center agents in securing service and handling escalated or complex calls. Adapt to change while contributing to ongoing improvement efforts. Provide feedback to supervisors regarding agent performance. Complete administrative duties and take on additional responsibilities as assigned. Work closely with the internal technical team to evaluate service impacts, escalate system defect issues, and manage agent workaround procedures. Coordinate with third-party entities, such as law enforcement and the legal team, on nontraditional Stolen Vehicle Requests. What You'll Need: 2+ years of operations or customer service leadership experience, with knowledge of help desk team processes and procedures preferred. 2+ years of experience in a fast-paced customer service environment. Experience in leading, training, coaching, and developing associates is preferred. Some technical knowledge is preferred but not required. High school diploma or equivalent. Strong empathy, listening skills, and a courteous, helpful attitude focused on delivering quality customer service. Demonstrated problem-solving, organizational, and sound reasoning abilities. Ability to adapt to a changing work environment and a willingness to learn new skills and expand job knowledge. Knowledge of clients and their processes. Familiarity with Microsoft Outlook and SharePoint. Must have the legal right to work in the U.S. At SiriusXM, our goal is to create and sustain a work environment that promotes mutual respect, professionalism, and collaboration. As an equal opportunity employer, SiriusXM is committed to ensuring that all individuals are treated fairly and without discrimination based on race, creed, color, religion, national origin, ancestry, citizenship status, age, disability, sex, gender identity, marital or familial status, veteran status, sexual orientation, or any other characteristic protected by 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. R-2025-02-84