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Director, Outbound Telemarketing
Spectrum
Stamford, CT, United States
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POSITION SUMMARY
Responsible for all in-house and 3rd Party Outbound Telemarketing sales and activities. Executes National Business OTM programs and strategy as well as ensures appropriate performance metrics (budget) are met for the entire national channel. Reports OTM connects and revenue activity to leadership, as well as mediates and negotiates Master Services Agreements, Statement of Work contracts, internal and external incentives etc. Responsible for all growth and scale of this channel, as well as the strategy to drive performance to budget. Directs managers and their staff with total headcount of over 140.
MAJOR DUTIES AND RESPONSIBILTIES
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Directs all outbound telemarketing sales and activities, primarily through 3rd party vendors.
• Manages vendor partnerships and facilitates resolution of issues as they arise. Provides feedback and guidance to team to ensure strategic objectives are met.
• Identifies and acts to implement process improvements (coaching, developing representatives) that increase Sales Performance.
• Tracks and evaluates campaign performance at vendor level, specifically, cost of sale, attainment of objectives as measured by net SPH (sales per hour), conversion rates, contact rates, ratio of contracts generated to billing started, effectiveness, achievement of productivity, yield, retention and goals.
• Regularly observes vendors and agents' remote or onsite monitoring for purposes of calibration, call quality, compliance with telemarketing standards and sales performance.
• Keeps 3rd party vendors informed, in a timely manner, in regard to business objectives, schedules and goals. Proactively facilitates the design and execution of mutually beneficial strategic plans.
• Leads all functional reviews and provides updates to leadership team, recommending strategy changes as appropriate. Regularly reviews and analyzes contact results. Provides management with daily and weekly progress reports and forecasting. Conducts detailed campaign post mortem analysis to inform future campaign strategy.
• Ensures each assigned partner abides by all applicable statutes and regulations, including the TCPA, State and federal DNC legislation and the Telemarketing Sales Rule.
• Keeps abreast of industry trends, equipment, techniques and legislation. Maintains up-to-date telemarketing standards through Business Requirements Document or related document.
• Represents Charter as an industry leader at all times.
• Directs and coordinates the testing of new telemarketing ideas and concepts with performance growth in mind.
• Manages the implementation of all new telemarketing campaigns including but not limited to leads segmentation and delivery, scripting, training, reporting considerations, hours planning, and general dialing strategy.
• Effectively manages the telemarketing campaigns including front-end and back-end sales performance.
• Tracks and measures sales efforts, when necessary, conducts root cause analysis to identify and resolve any breakdowns within the sales cycle.
• Negotiates contractual agreements and rates with 3rd party OTM vendors including but not limited to Master Services Agreement, Statement of Work contracts, and all internal billing practices that keep Charter in the most competitive position/Rate.
• Develops and manages budget for outbound telemarketing initiatives and vendor partners for Charter.
• Performs other duties as required by Supervisor.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
• Ability to read, write, speak and understand the English language (and other applicable language) to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (I.e. Microsoft Word, Outlook, Access, etc.)
• Experience with CRM tools such as Salesforce desired.
• Exceptional sales coaching and developmental skills and proven success in a fast-paced, dynamic outbound telemarketing environment
• Excellent Knowledge of OTM Sales Performance Metrics
• Knowledge of cable and telecommunications products and services
• Knowledge of Sales Commission structure
• Knowledge of various Sales Techniques
• Strong Project Management skills
Education
• Bachelor’s Degree or equivalent experience in related field
Related Work Experience
• General Sales; 8 years
• Outbound Telemarketing; 8 years
• Experience in outbound Business-to-Business acquisition; 4 years
• Project Management; 5 years
PREFERRED QUALIFICATIONS
Related Work Experience
• Cable or Telecommunications; 3 years
WORKING CONDITIONS
• Office environment
• Hours may vary
• Travel may be required – 10%