Brightspeed

Manager, Vendor Management – Outbound Sales

Brightspeed

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
BPO operations managementcontact center managementoutbound sales strategiesKPI development and trackingdata analysisquality assurance protocolsperformance improvement strategiescustomer experience improvementrisk mitigationcontract negotiation
Soft Skills
leadershipcommunicationproblem-solvingorganizational skillscustomer advocacyteamworkstrategic thinkingdecision-makingtraining and developmentcollaboration
Certifications
Bachelor's DegreeMaster's DegreeCertified Vendor Manager