This position is accountable for day-to-day supervision of 3rd party vendor partners conducting outbound call center sales activities. Including performance management, dialing plan management, vendor compliance, quality assurance and customer satisfaction. Requires 75-80% travel to domestic and international locations...Road Warrior status!
Duties and Responsibilities:
Accountable for meeting/exceeding all key performance indicators to include sales, quality, and retention.
Effectively manage every aspect of designated vendor relationships including performance management, contracting and invoicing.
Maintain the highest levels of customer service standards and represent 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.
None for this position
Bachelor's degree or equivalent, relevant experience required.
Requires 5-8 years of large-scale outbound call center operations.
Requires a minimum of 3-5 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.
Valid driver's license required for travel to some rural domestic locations.
Requirements and General Skills:
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.
Ability to work independently as well as a team while in a remote environment.
Strong communication skills required due to the remote nature of the position.
Good public speaking and presentation skills.
Interpersonal skills and ability to interact and work with staff at all levels.
Excellent written and verbal communication skills.
Ability to pay attention to details and be organized.
Ability to project professionalism over the phone and in person.
Commitment to "internal client" and customer service principles.
Willingness to take initiative and to follow through on projects.
Spelling, grammar, proofreading and editing skills.
Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
75-80% travel required, include domestic and international (valid passport required).
Must have legal right to work in the U.S.
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).