The Outsource Channel Manager is a data-driven role that requires commercial acumen and a deep understanding of the consumer base, the competitive market and an ability to analyse sales department performance.
You will be a high performing, energetic member of the Senior Retail Team with a proactive, detail-driven approach to team performance. You are a front-line leader that gets involved in the day-to-day activities of your team, maintaining clear communication channels and managing the outsourced team performance to strict SLA’s.
Key Responsibilities
* Own the sales result for outsourced telesales and field sales, ensuring outsourced partner performance meets commercial targets
* Engage daily with outsourced partners to review agent-level performance, conversion rates, ARPU, quality and compliance
* Drive operational execution of outsourced partners, ensuring adherence to scripts, sales processes, quality standards and tactical plans
* Ensure outsourced partners maximise sales leads, optimise contact rates, execute campaigns effectively and follow data-driven walklists
* Monitor PIC rate, implementing training and/or recovery campaigns to ensure it remains below 10%
* Work creatively to maximise use of lead data, building and managing campaigns designed to increase conversion
* Own the strategic relationship with outsource agency leadership, ensuring collaboration and mutual success
* Collaborate with internal teams to align outsourced activity with business objectives and promotional plans
* Ensure customer feedback and ‘no reason’ insights feed into messaging, training and campaign optimisation
* Manage the evolution of sales strategy and techniques as each cohort moves along the adoption curve
Qualifications
* Strong track record of hitting revenue targets, and other performance KPIs.
* Experience managing outsourced telesales and field sales teams
* Proven track record delivering sales results through vendor management
* Experience working to strict SLAs and performance frameworks
* Use of sales performance data to improve output
Edinburgh based. Hybrid working.
This role offers an excellent competitive salary circa £65,000.
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