Sr. Manager Telemarketing

This Sr. Manager Telemarketing will assess, analyze, and drive continuous improvement of telemarketing vendor performance. Drive performance of the telemarketing vendors across all regions and campaign types to increase overall sales and lower CPA. Drive process standardization and establish interdependencies between telemarketing and internal reactive channel to positively impact sales results.
Channel/Campaign Performance Management
o Interface with P/L team to understand overall marketing strategy and participate in planning and recommendation of the channel’s role
o Define areas of opportunity to drive performance improvements, prioritize activities based on ROI and ease of implementation, and implement and measure success
o Identify best practices across all channels and leverage to improve customer service, sales per hour and close rates. Establish measurements to determine impacts of changes, and measure, analyze and report on incremental sales lift
o Validate that performance measurements are appropriate, determine where performance levels should be, set and adjust as appropriate. Identify new performance metrics, establish standards, and implement and measure success and performance impacts
o Work with TXU Energy vendor managers to ensure campaigns are effectively and consistently implemented and executed by the vendors
o Work with telemarketing vendors to identify and drive the implementation of process opportunities that will, as appropriate, improve agent contact handling, reduce AHT, enhance sales script screen presentation flow, drive TPV improvements, and/or remove barriers to closing sales (product, collateral, pricing, script, etc.)
o Define, document and implement standardized processes, practices and reporting templates.
o Manage 3rd party vendors to drive implementation of quality and customer satisfaction process across all sales channels. Identify performance improvement opportunities, and implement process improvement initiatives.
o Own and manage the ongoing channel/vendor “best practices meetings,” in order to identify and proliferate best practices across sales channels, vendors and markets
o Support the design, delivery and implementation of region-specific strategies that will result in higher sales close rates.
o Identify if channel contact strategy will result in desired outcomes, and manage the development of customer contact customization to drive greater yields via increasingly targeted customer sets
o Work closely with channel management partners on new ideas, and conduct cost-benefit assessments to determine best initiatives to pursue
o Identify factors contributing to customer churn, and work with channel managers to design, develop and implement loyalty/welcome/retention programs to reduce churn rates
Metrics Analysis, Explanations and Recommendations
o Participate in channel review meetings with team and other relevant stakeholders. Review channel performance versus goals, and provide updated downhill forecasts for all active campaigns; identify positive and negative channel performance drivers, and recommend feasible mid-campaign course corrections to improve channel performance.
o Analyze and monitor all vendor performance while in-market to maximize performance versus goals, control costs to budget, and ensure compliance with all legal and regulatory requirements
o Participate in annual performance planning meeting and quarterly bottoms-up meetings to assist in defining sales goals, list penetration rates, close/conversion rates, list yield rates, and sales per hour objectives. Support analysis for monthly Dash Board reporting.

Qualifications:
Education, Experience and Skill Requirements
• 5-7+ experience planning, developing, managing campaigns across multiple industries, including experience across both customer acquisition and customer retention campaigns.
• Experience should include the design and management of complex large scale (500,000+) campaigns with multiple test cells and more than one product.
Financial and Performance Analysis experience required

PROCESS/PROJECT MANAGEMENT (or even Six Sigma or ISO9000)
• Experience designing and managing campaigns in the Texas competitive power market a real plus.
3-5 years Call Center Management Experience
5-7 years direct/indirect selling experience
50% Travel Required
• MBA preferred; College degree required.
• Channel Sales experience a plus.
• Microsoft Office proficiency required.

You MUST go to txucorp.com to apply for the position.