Manager, Vendor Management – Outbound Sales
Job Description:
- Lead all execution aspects of 1-3 contact centers that support Brightspeed’s Outbound Calling Programs
- Develop and implement outbound calling strategies to achieve targets for sales and revenue
- Manage BPO operations and is accountable for contractual execution and SLA delivery
- Manage daily operations and ensure the centers' long-term strategic success
- Oversee and optimize relationships with external suppliers
- Cultivate and maintain strong relationships with contact center vendors
- Regularly assess vendor performance against KPIs and take proactive measures to address any issues or gaps
- Translate sales strategies into actionable plans for vendor teams
- Monitor and track performance metrics, providing regular updates and insights to stakeholders
- Responsible for the delivery of sales quotas: Prospect Sales, Copper to Fiber Migrations, Winback, Cross Sell, and Product Upgrades
- Establish quality assurance protocols and standards to ensure consistent delivery of high-quality interactions
- Conduct audits and quality checks to assess adherence to established guidelines, policies, and regulatory requirements
- Analyze data and trends to identify areas for improvement and optimization
- Implement strategies for enhancing sales, activations, and revenue
- Provide training, guidance, and support to vendor teams to maximize their potential
- Identify and mitigate risks associated with vendor operations, including data security, compliance, and quality assurance
- Serve as the primary point of contact between internal stakeholders and vendor teams
Requirements:
- Bachelor’s Degree or equivalent experience
- 3+ years of experience leading and or managing a team
- 3+ years of experience managing, leading, and supporting contact centers and BPO vendor management organizations
- Outbound sales, service, and collections experience
- Experience developing and implementing contact center and/or channel performance improvement strategies
- Experience improving customer experience and service strategies
- Experience developing implementing and tracking KPIs
- Strong customer focus and proven customer advocacy
- Knowledge of key elements that comprise the end-to-end customer experience
- Ability to communicate orally and in writing, in a clear and straightforward manner
- Ability to document, prepare and present data-driven presentations
- Ability to make decisions and solve problems while working under pressure
- Ability to prioritize and organize effectively
- Proven track record of developing staff and maintaining a high standard of employee relations
- Ability to use personal computer and software
- Knowledge of broadband products and services
- Strong negotiation skills and ability to manage complex contracts
- Strong business planning and forecasting skills
- Strong leadership ability
- Ability to serve as a visionary and think strategically
- Ability to lead large change initiatives
- Ability to foster teamwork and build a strong culture of collaboration
- BONUS POINTS FOR: Master's Degree
- Workforce Management Experience
- Certification in vendor management or related field (e.g., Certified Vendor Manager)
- Internet, ISP, Telco or Cable industry experience
Benefits:
- Competitive medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Paid time off
- Flexible working arrangements
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