Manager Vendor Management Outbound Sales
Manager Vendor Management Outbound Sales
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Job Description
We are looking for a Manager Vendor Management Outside Sales to join our growing team! In this role you will lead all aspects of 13 contact centers that support Brightspeeds 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 and SLA delivery and also manage daily operations and ensure the centers longterm strategic success.
As a Manager Vendor Management Outside Sales your duties and responsibilities will include:
Vendor Partner Relationship Management:
- Oversee and optimize relationships with external suppliers. This role involves strategic planning negotiation and performance evaluation to ensure efficient and costeffective 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 :
- 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 highquality 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
Qualifications :
WHAT IT TAKES TO CATCH OUR EYE:
- Bachelors 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 endtoend customer experience
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to document prepare and present datadriven 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:
- Masters Degree
- Workforce Management Experience
- Certification in vendor management or related field (e.g. Certified Vendor Manager)
- Internet ISP Telco or Cable industry experience
#LISS1
Additional Information :
WHY JOIN US
We aspire to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer Brightspeed HQ is located on the 7th floor of the new Vantage South End East Tower in Charlotte NC. We prioritize hiring talent in the Charlotte area whenever possible to make it a truly vibrant destination for our hybrid workforce. At Brightspeed we have roles that are designated as remote hybrid office or fieldbased depending on the position business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why Because Brightspeed recognizes the value of finding the best talent for the job wherever they may be.
We offer competitive compensation and comprehensive 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.
Diversity equity and inclusion are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work everyone is better as a result. A diverse team helps us be fierce advocates for more accessible inclusive and highquality internet because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer/Veterans/Disabled
For all applicants please take a moment to review our Privacy Notices:
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
