Telemarketing - Teleservices Director
Code: TM-TS-Mgr |
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| Job Description: |
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| The Teleservices Manager will develop and implement both inbound and outbound telemarketing programs. He/she will be responsible for the tactical development and implementation of a variety of inbound and outbound direct marketing programs and will develop Standard Operating Procedures (SOPs) for teleservices operations and ensures that the SOPs are appropriately implemented. This manager is also responsible for management of ongoing programs with IVR and Call Center vendors. The Teleservices Manager will directly report to the Vice President of the company. |
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| Job Responsibilities: |
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Consult with client in development of inbound and outbound teleservices marketing programs for consumers |
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Support Account Managers in achievement of client’s tactical plans/objectives |
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Create teleservices script call flows that meet telemarketing program objectives; write and QA call center and IVR scripts |
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Manage implementation of call center and IVR scripts via third-party vendors, including all pre-launch activities (recording, programming, testing, training, data feed set-ups, report set-ups, etc.) and all post-launch activities (ongoing program management and program updates) |
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Manage multiple brands’ teleservices programs and multiple teleservices vendors |
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Create, implement, and manage a corporate wide telesales strategy with an emphasis on sales results, retention, and use of best practices |
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Weekly vendor conference calls |
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Review daily telemarketing results |
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Perform compliance reviews including live monitorings |
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Write, implement, and ensure adherence to SOPs |
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Continually investigate and introduce process improvement measures and present suggestions to the Vice President of the company for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably in Business Management/Administration, Computer Science, Information Systems, or any business- or technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 8 years of management experience with a minimum of 5 years in successfully managing a medium to large-scale telemarketing operational department |
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Expert level knowledge of telemarketing techniques, systems, policies, and procedures; expert level knowledge and extensive understanding of sales, marketing, and account management concepts and techniques |
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Expert level knowledge of telecommunications technology, including IVR technology and Call Center CRM systems |
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Expert level knowledge of data feeds, database management, and fulfillment operations |
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Experience developing teleservices call flows, writing teleservices scripts and creating SOPs |
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Proven ability to meet or exceed the targeted service levels and financial goals for the department |
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Proven ability to analyze and comprehend raw performance data and draw conclusions and implement solutions relevant to business needs |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations; must be able to work and produce results under pressure |
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Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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