Telesales Outsource Manager

Punctual, regular, and consistent attendance.
Reporting to the Senior Manager of Sales Operations, this position is responsible for the execution of outbound telesales projects performed at third-party, outsourced vendors. This role will ensure alignment to department and operational strategies to meet business objectives; focused initiatives to include legal compliance, call quality, performance management, sales to install reporting and analysis and training as it pertains to outsourced telemarketing initiatives. Travel is required (25-50%).
1. Sales Strategy & Performance Management of Outsourced Vendors (80%)
o Ensure alignment with operational strategies to support sales goals and campaign management tools, inclusive of: product mix strategy, dialing strategies, incentives, customer modeling and analysis.
o Collaborate with local leadership and Regions on efficient usage of leads inventory and development new lead sources.
o Oversight of financial performance at outsourced vendors, delivering units within budget guidelines and accrual and expense reporting
o Execution of local initiatives at outsourced vendors (inclusive of):
? Manage the day-to-day operations and sales performance of outsourced vendors.
? Planning for call volume and capacity in conjunction with Divisional and Regional initiatives
? Manage campaign set-up including, project specifications, lead inventory management and development of script and training materials
? Full Performance Management, including, sales performance metrics, install and churn analysis
? Lead the creation and execution of training initiatives at outsourced vendors.
? Translate "big picture" concepts into goals and objectives that can be implemented, sets priorities based on what is most important to the business and then effectively presents those concepts and ideas.


2. Quality, Audit & Compliance (20%)
o Ensure compliance with department monitoring policies
o Ensure alignment with Division and Corporate quality initiatives
o Manage call quality via escalation procedures and call monitoring.
o Perform on-site process audits of outsourced vendors to ensure compliance with Comcast's Telemarketing Standards and Practices.

QUALIFICATIONS:

Bachelor Degree or equivalent experience required (MBA preferred)
Minimum 3-5 years experience in an outbound call center including vendor management. Experience in Sales Management preferred. Background in telemarketing, regulatory compliance and analytics preferred. Proficiency in MS Office software required (Word, Excel, PowerPoint, etc.). Demonstrated strength in analytical, problem solving, and creative thinking. Experience building teams and setting clear expectations with accountability. Participates in diverse teams (e.g. cross-functional, cross-cultural, and cross-geographical teams) and accesses informal people networks to help accomplish results while building strong relationships with business partners. Must be familiar with outbound predictive dialer platforms and related technologies.Comcast is not accepting unsolicited assistance from search firms for this employment opportunity.  All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means.

Comcast is an EEO/AA/ Drug Free Workplace

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=505718-3-113