Outbound Vendor Manager

Employer
Radio - Digital
Location
Washington, DC
Posted
Apr 20, 2017
Closes
Apr 24, 2017
Function
Management
Industry
Other
Hours
Full Time
Position Summary:This position is accountable for day-to-day supervision of 3rd party outbound, call center sales activities to include strategy, performance management and reporting.Duties and Responsibilities:Accountable for meeting/exceeding all key performance indicators to include sales, quality, andretention.Effectively manage every aspect of designated vendor relationships including performance management, contracting and invoicing.Maintain the highest levels of customer service standards and representing the overall best interests of SiriusXM.Communicate direction of SiriusXM's sales operations organization and facilitate adherence to policies and procedures that support the overall department objectives.Analyze reports to determine performance gaps and manage action plans to improve.Develop or adjust calling and/or staffing strategies based on changing business requirements on a near real time basis where needed.Collaborate with vendor partners on calling plans for week over week/month over month volume fluctuations to ensure sales commitments are met/exceeded.Work closely with other organizational entities including, but not limited to Channel Management, CRM, IT, Workforce Management, Command Center, Reporting, Training, and Quality.Recommend and develop actions to improve overall sales metrics including Net List Yield and Sales Per Hour component KPIs as well as operational efficiencies.Interact with various organizational levels within SiriusXM and Outsourced Partners.Manage projects and act as point of contact for various internal business owners.Supervisory Responsibilities:There are no supervisory responsibilities associated with this job.Minimum Qualifications:BS/BA Degree and/or equivalent combination of education and experience required.Requires five to eight years of large-scale outbound call center experience.Requires a minimum of three to five years of vendor relationship management in the outbound call center industry.Strong background in consumer sales measurements and reporting, quality processes, outbound sales, retention and contract administration.Understanding of call center best practices, dialer management, staffing, outbound campaign management and scripting/CRM applications is preferred.Understanding of Telemarketing rules, regulations and DNC requirements.Strong analytical skills with excellent computer skills.Excellent interpersonal, verbal and written communication skills.Solid time-management and organizational skills and ability to handle multiple tasks simultaneously is required.Ability to interact with all levels of management.Self-motivated, self-starter, and takes initiative.75 -- 80% travel domestic/international (Valid Passport Required)Requirements and General Skills:Commitment to "internal client" and customer service principles.Ability to work independently and in a team environment.Ability to pay attention to details and be organized.Ability to handle multiple tasks in a fast-paced environment.Willingness to take initiative and to follow through on projects.Excellent written and oral communication skills.Interpersonal skills and ability to interact and work with staff at all levels.Must have legal right to work in the US Technical Skills:Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).