Manager, Vendor Management – Outbound Sales
About the position
We are looking for a Manager, Vendor Management - Outside Sales to join our growing team! In this role, you will lead all execution aspects of 1-3 contact centers that support Brightspeed’s Outbound Calling Programs. You will develop and implement outbound calling strategies to achieve targets for sales and revenue. You will also manage BPO operations and is accountable for contractual execution and SLA delivery and also manage daily operations and ensure the centers' long-term strategic success.
Responsibilities
• Vendor Partner Relationship Management:
• Oversee and optimize relationships with external suppliers. This role involves strategic planning, negotiation, and performance evaluation to ensure efficient and cost-effective vendor partnerships.
• 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
• Sales Strategy Execution:
• Translate sales strategies into actionable plans for vendor teams, ensuring alignment with organizational goals
• 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
• Diligently manages Attachment & Package Mix measurements to ensure ARPU delivery at or above target
• Quality Assurance and Compliance:
• 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
• Address any compliance issues promptly and work with vendors to implement corrective actions and prevent recurrence
• Performance Optimization:
• Analyze data and trends to identify areas for improvement and optimization
• Work closely with vendors to implement strategies for enhancing sales, activations, and revenue
• Provide training, guidance, and support to vendor teams to maximize their potential
• Risk Management and Compliance:
• Ensure compliance with regulatory requirements and company policies in all outbound activities
• Identify and mitigate risks associated with vendor operations, including data security, compliance, and quality assurance
• Communication and Reporting:
• Serve as the primary point of contact between internal stakeholders and vendor teams
• Communicate regularly with stakeholders to provide updates on sales performance, initiatives, and challenges
• Prepare and present reports, analyses, and recommendations to senior management as needed
• Other Responsibilities:
• Crisis management skills are crucial for handling escalated customer issues and ensuring swift resolution by clearly defining problem statements, while assessing the frequency and impact to the business
• Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations
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
Nice-to-haves
• 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
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
• Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
We are looking for a Manager, Vendor Management - Outside Sales to join our growing team! In this role, you will lead all execution aspects of 1-3 contact centers that support Brightspeed’s Outbound Calling Programs. You will develop and implement outbound calling strategies to achieve targets for sales and revenue. You will also manage BPO operations and is accountable for contractual execution and SLA delivery and also manage daily operations and ensure the centers' long-term strategic success.
Responsibilities
• Vendor Partner Relationship Management:
• Oversee and optimize relationships with external suppliers. This role involves strategic planning, negotiation, and performance evaluation to ensure efficient and cost-effective vendor partnerships.
• 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
• Sales Strategy Execution:
• Translate sales strategies into actionable plans for vendor teams, ensuring alignment with organizational goals
• 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
• Diligently manages Attachment & Package Mix measurements to ensure ARPU delivery at or above target
• Quality Assurance and Compliance:
• 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
• Address any compliance issues promptly and work with vendors to implement corrective actions and prevent recurrence
• Performance Optimization:
• Analyze data and trends to identify areas for improvement and optimization
• Work closely with vendors to implement strategies for enhancing sales, activations, and revenue
• Provide training, guidance, and support to vendor teams to maximize their potential
• Risk Management and Compliance:
• Ensure compliance with regulatory requirements and company policies in all outbound activities
• Identify and mitigate risks associated with vendor operations, including data security, compliance, and quality assurance
• Communication and Reporting:
• Serve as the primary point of contact between internal stakeholders and vendor teams
• Communicate regularly with stakeholders to provide updates on sales performance, initiatives, and challenges
• Prepare and present reports, analyses, and recommendations to senior management as needed
• Other Responsibilities:
• Crisis management skills are crucial for handling escalated customer issues and ensuring swift resolution by clearly defining problem statements, while assessing the frequency and impact to the business
• Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations
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
Nice-to-haves
• 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
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
• Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.