About the role
As the Sales and Retention Lead, Customer Engagement Centres, your role sits within The Economist’s Sales Team, and is focused on delivering customer retention activity through our outsourced contact centre partner. This is a client-side vendor management role which includes spending regular time on site at the contact centre site(s). The sales activity consists of inbound telephone and live chat, plus outbound calling campaigns.
You will play a key role by leading the outbound activity, also with involvement in supporting the inbound activity. You will proactively collaborate on a range of activities to drive excellence in both sales performance and quality, including review of results, customer contacts, scripting and training materials, making suggestions and developing new initiatives, as well as completing checks and monitoring.
How you will contribute
- Lead the successful delivery of the outbound telemarketing sales activity
- Develop and deliver new testing and activity to support the outbound strategy
- Achieve agreed targets by proactively driving sales performance and quality assurance through the OBTM channel
- Lead daily calls with outsourced contact centre, providing guidance and feedback around performance metrics and identifying areas of best practice and improvement
- Ensure activity delivered by outsource partner is aligned to standards in all aspects of operational delivery, including targets, process and quality requirements
- Support inbound sales channel as required
- Use reporting and data to analyse and drive performance
- Manage the quality process and ensure our contact centre partner is fully calibrated with requirements
- Spend regular time on site at outsourced contact centre(s) to support and drive sales and quality performance
- Get involved with ad hoc projects which relate to the goals of the Sales team, for example reporting development, systems improvements and deep dives on key themes
The ideal skills for this role are
- Working knowledge and proven success in the delivery of outbound sales campaigns
- Expertise in influencing and managing all OBTM levers
- Ability to set up new tests and campaigns and associated processes, reporting and training
- Experience within a contact centre environment (either in-house or outsourced) and indication of such experience on resume
- Sales-driven mindset and enjoys achieving targets
- Direct experience of working in a sales / retention team within a contact centre
- Working knowledge of delivering sales activity to standards of a quality assurance programme within a contact centre setting
- Vendor management experience (preferable)
- Understands and implements an appropriate balance between sales and quality
- Excellent written and verbal communication skillsHigh level of attention to detail
- Coaching and performance management skills
- Proactive with a sense of urgency
- Self-motivated driven to succeed
Working Arrangements
The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.
What we offer
Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.
We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.
You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.
#J-18808-Ljbffr…