Director, Outbound Telemarketing
JOB SUMMARY
Directs and manages staff that is 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.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Directs all outbound telemarketing sales and activities through internal call center management.
- Manages channel initiatives 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 manager level, specifically, attainment of objectives as measured by HpINT (Hour per Internet), conversion rates, contact rates, and productivity rates.
- Regularly observes supervisors and agents´ remote or onsite monitoring for purposes of calibration, call quality, compliance with telemarketing standards and sales performance.
- Keeps OTM workforce informed, in a timely manner, regarding 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 OTM channel 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 service providers 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 telemarking initiatives and vendor partners for Charter.
- Performs other duties as required.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- 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.)
- 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
Required Education
- Bachelor’s Degree or equivalent experience in related field
Required Related Work Experience and Number of Years
- General Sales – 8
- Outbound Telemarketing – 8
- People Management - 5
PREFERRED QUALIFICATIONS
- Cable or Telecommunications - 3
WORKING CONDITIONS
- Office environment
- Hours may vary
- Travel may be required - 10%
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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