Full-Time Manager, Vendor Mgmt - Outbound Sales

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 supporting Brightspeed's Outbound Calling Programs.

You will develop and implement outbound calling strategies to achieve sales and revenue targets.

You will also manage BPO operations, ensuring contractual execution, SLA delivery, daily operations, and the centers' long-term strategic success.

Vendor Partner Relationship Management:

• Oversee and optimize relationships with external suppliers.
• Strategic planning, negotiation, and performance evaluation for efficient and cost-effective vendor partnerships.
• Cultivate and maintain strong relationships with contact center vendors.
• Regularly assess vendor performance against KPIs and address issues.

Sales Strategy Execution:

• Translate sales strategies into actionable plans for vendor teams.
• Ensure alignment with organizational goals.
• Monitor and track performance metrics, providing updates to stakeholders.
• Responsible for delivering sales quotas (Prospect Sales, Copper to Fiber Migrations, Winback, Cross Sell, and Product Upgrades).
• Manage Attachment & Package Mix measurements to ensure ARPU delivery at or above target.

Quality Assurance and Compliance:

• Establish quality assurance protocols and standards.
• Conduct audits and quality checks.
• Address any compliance issues promptly.
• Work with vendors to implement corrective actions and prevent recurrence.

Performance Optimization:

• Analyze data and trends to identify improvement areas.
• Implement strategies for enhancing sales, activations, and revenue.
• Provide training, guidance, and support to vendor teams.

Risk Management and Compliance:

• Ensure compliance with regulatory requirements.
• Identify and mitigate risks associated with vendor operations (data security, compliance, and quality assurance).

Communication and Reporting:

• Serve as the primary point of contact between internal and vendor teams.
• Communicate regularly with stakeholders.
• Prepare and present reports, analyses, and recommendations to senior management.

Other Responsibilities:

• Crisis management skills for handling escalated customer issues.
• Escalation point, sometimes after hours, when standard processes don't meet customer expectations.

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's Degree or equivalent experience
• 3+ years leading and/or managing a team
• 3+ years managing, leading, and supporting contact centers and BPO vendor management organizations
• Outbound sales, service, and collections experience
• Experience developing and implementing contact center 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
• Ability to document, prepare, and present data-driven presentations
• Ability to make decisions and solve problems under pressure
• Ability to prioritize and organize effectively
• Proven track record of developing staff and maintaining high employee relations standards
• 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 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
• Internet, ISP, Telco or Cable industry experience

WHY JOIN US? (omitted irrelevant text)

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