Manager, Vendor Management – Outbound Sales

Job Description: • 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