Manager, Vendor Management – Outbound Sales

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

We are looking for a Manager, Vendor Management - Outside Sales to join our growing team! In this role, you will lead all execution aspects of 1-3 contact centers that support Brightspeed’s Outbound Calling Programs. You will develop and implement outbound calling strategies to achieve targets for sales and revenue. You will also manage BPO operations and is accountable for contractual execution and SLA delivery and also manage daily operations and ensure the centers' long-term strategic success.

Physical Demands

- Remote work from home
- Flexibility to work outside regular business hours as needed to support global operations.
- May require domestic and/or international travel to BPO partner centers.

Responsibilities

Oversee and optimize relationships with external suppliers. This role involves strategic planning, negotiation, and performance evaluation to ensure efficient and cost-effective vendor partnerships.; Cultivate and maintain strong relationships with contact center vendors.; Regularly assess vendor performance against KPIs and take proactive measures to address any issues or gaps; Translate sales strategies into actionable plans for vendor teams, ensuring alignment with organizational goals; Monitor and track performance metrics, providing regular updates and insights to stakeholders; Responsible for the delivery of sales quotas: Prospect Sales, Copper to Fiber Migrations, Winback, Cross Sell, and Product Upgrades; Diligently manages Attachment & Package Mix measurements to ensure ARPU delivery at or above target; Establish quality assurance protocols and standards to ensure consistent delivery of high-quality interactions; Conduct audits and quality checks to assess adherence to established guidelines, policies, and regulatory requirements; Address any compliance issues promptly and work with vendors to implement corrective actions and prevent recurrence; Analyze data and trends to identify areas for improvement and optimization; Work closely with vendors to implement strategies for enhancing sales, activations, and revenue; Provide training, guidance, and support to vendor teams to maximize their potential; Ensure compliance with regulatory requirements and company policies in all outbound activities; Identify and mitigate risks associated with vendor operations, including data security, compliance, and quality assurance; Serve as the primary point of contact between internal stakeholders and vendor teams; Communicate regularly with stakeholders to provide updates on sales performance, initiatives, and challenges; Prepare and present reports, analyses, and recommendations to senior management as needed; Crisis management skills are crucial for handling escalated customer issues and ensuring swift resolution by clearly defining problem statements, while assessing the frequency and impact to the business; Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations; The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.

Requirements

Bachelor’s Degree or equivalent experience; 3+ years of experience leading and or managing a team; 3+ years of experience managing, leading, and supporting contact centers and BPO vendor management organizations; Outbound sales, service, and collections experience; Experience developing and implementing contact center and/or channel performance improvement strategies; Experience improving customer experience and service strategies; Experience developing implementing and tracking KPIs; Strong customer focus and proven customer advocacy; Knowledge of key elements that comprise the end-to-end customer experience; Ability to communicate orally and in writing, in a clear and straightforward manner; Ability to document, prepare and present data-driven presentations; Ability to make decisions and solve problems while working under pressure; Ability to prioritize and organize effectively; Proven track record of developing staff and maintaining a high standard of employee relations; Ability to use personal computer and software; Knowledge of broadband products and services; Strong negotiation skills and ability to manage complex contracts; Strong business planning and forecasting skills; Strong leadership ability; Ability to serve as a visionary and think strategically; Ability to lead large change initiatives; Ability to foster teamwork and build a strong culture of collaboration

Nice to have

Master's Degree; Workforce Management Experience; Certification in vendor management or related field (e.g., Certified Vendor Manager); Internet, ISP, Telco or Cable industry experience