Brightspeed is reimagining how people live, work, play, and connect by building a world-class fiber network and delivering fast, reliable internet. We are seeking a Manager, Vendor Management – Outbound Sales to lead the execution for 1-3 contact centers that support our Outbound Calling Programs. In this role, you will develop and implement outbound calling strategies to achieve sales and revenue targets while managing BPO operations for contractual execution, SLA delivery, and long-term strategic success.
What You'll Do
- Oversee and optimize relationships with external suppliers, including strategic planning, negotiation, and performance evaluation.
- Cultivate and maintain strong relationships with contact center vendors and assess their performance against KPIs.
- 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.
- Deliver sales quotas for Prospect Sales, Copper to Fiber Migrations, Winback, Cross Sell, and Product Upgrades.
- Manage Attachment & Package Mix measurements to ensure ARPU delivery at or above target.
- Establish quality assurance protocols and conduct audits to ensure high-quality interactions and compliance.
- Analyze data and trends to identify areas for improvement and work with vendors to implement enhancement strategies.
- 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 and compliance.
- Serve as the primary point of contact between internal stakeholders and vendor teams.
- Communicate regularly with stakeholders on sales performance, initiatives, and challenges.
- Prepare and present reports, analyses, and recommendations to senior management as needed.
- Handle escalated customer issues and function as an escalation point, sometimes after hours.
What We're Looking For
- 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
Benefits & Compensation
- Competitive medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Host of voluntary benefits
Work Mode
This is a hybrid position based in Charlotte, NC (HQ).
Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans.
