Charter Communications/Spectrum Sr Manager Telemarketing Operations in Stamford, Connecticut
JOB SUMMARY:The Senior Manager, Telemarketing Operations for Residential and Business actively manages, streamlines and enhances all aspects of sales operations, reporting and project management of residential and small/medium business sales related activities, assists Director in managing third party vendors and supports cross functional initiatives with Telemarketing Sales, Legal, Customer Care, Marketing Science, Marketing Database, IT and other functional areas.MAJOR RESPONSIBILITIES INCLUDE: - Execute strategies and processes for operational readiness, vendor onboarding, sales agent onboarding and sales agent training - Manage vendor compliance and Q/C processes - Support Director in preparing and delivering ongoing reports and analysis detailing all relative metrics and strategic initiatives - Drive customer escalations to resolution on a timely manner. Be the point person between customer, escalation team and other stakeholders. Provide coaching to sales agents as needed. - Oversee the offer management process and coordinate across all stakeholders to ensure operational readiness and flawless execution - Manage relationship with external vendors as well as act as a liaison to internal teams including Database, Marketing Science, Finance, Legal, IT as needed - Oversee lead quality and compliance processes with marketing database team and 3rd party vendors - Produce regular and ad-hoc reports to monitor performance metrics in key areas such as operations, compliance, call efficiency, list penetration, lead data quality, etc. and distill actionable insights for improvementQUALIFICATIONS - 5 to 10 years relevant sales/marketing operations and project management experience - Excellent analytical skills and data analysis skills - Experience with operations, process and procedure development - Strong process optimization and workflow management skills - Experience with managing complex teams, 3rd party vendors and internal stake holders - Strong communications and relationship management skills - Experience in organizing, planning and executing large-scale projects from conception through implementation - Experience in working with new technologies and standardsEmployer's Job# 195575BRPlease visit job URL for more information about this opening and to view EOE statement.