Manager - Telesales Business Partner Management

5 months ago

Midrand, South Africa Vodafone Full time

**Role purpose**:
The purpose of this role is to conduct day to day management of all Telesales outsource Business Partners, in a manner that is in line with excellent service delivery that provides an unmatched experience for Vodacom Customers
You will be responsible for identifying retention improvement opportunities by developing a deep understanding of customer behavior.
You will develop data-driven hypothesis and work with cross-functional teams across marketing, customer experience, customer support, Vodacom Retail and many others to successfully execute on improvement strategies
You are responsible for the planning, communication and monitoring of several telesales campaigns (inbound / outbound / retention) and drive business optimization forward
Together with Commercial Sales and Segment Marketing, you analyze and optimize the campaigns and thus ensure these result in an increase in Sales and Retentions and a reduction of Churn
Accountable for the execution of contractually committed commercial activities within the Telesales environment

**Your responsibilities will include**:
To develop and maintain optimal internal and external outsource provider relationships
To supervise call centre outsourcing processes in order to ensure consistency to Vodacom standard
Plan, monitor and engage outsource vendor to ensure that the required outsource performance is consistently achieved
Co-ordinate activities associated with all new products, processes and procedures to ensure that it is integrated into the outsourced operation
Ensure that the appropriate resource management is conducted in collaboration with workforce management and other outsource parties
Draft and submit reporting on all metrics relating to the telesales outsourced operation
Execute on the Churn Management strategy to increase customer loyalty and retention
Analyze financial and customer behavioral data to identify retention opportunities
Leverage insights to develop hypothesis and programs
Work with customer facing internal and partner teams to execute on retention programs
Test, iterate and scale successful retention tactics
Define, track and report on key retention metrics
Accountable for achieving agreed upon telesales goals

Responsible for executive and stakeholder alignment
Responsible for executing on campaigns that has an impact on reducing the CBU Postpay Churn and increasing Sales within the Vodacom direct, Online, Retentions and Saves contact centres
If required, build Saves capabilities in Online and Retail
You implement and optimize CRM strategies
Ensure effective people management, and being a role model
The ability to effectively engage with direct reports, ensuring the Telesales strategy is executed on
Coach on site specialists to fully understand the business outcome of all telesales campaigns
Ensure Business Partners performing accordingly (performance and commercial viability in partnership with campaign owners)
Ensure operational excellence is applied (penalties and clawbacks aligned to agreements)
Drive performance improvements in all campaigns
Lead the construction, documentation, maintenance of commercial models
You are responsible for communication and coordination of planning with key interest groups (contact and channel strategy, offer tactics)
You prepare weekly / monthly and quarterly performance reviews together with relevant internal and external stakeholders
Ensure the affective management of the Telesales P&L across all partners and campaigns
Provides input into all Telesales commercial discussions
Accountable for the management of all Telesales Business Partner commercials, and ROI thereof

**Must have technical / professional qualifications**:
A relevant degree with at least 5 to 10 years of professional experience
Advanced knowledge in the area of call center control / sales control (optional: digital sales control) and in-depth knowledge in the field of marketing / campaign management
Proven experience in driving sales and retention activities
Advanced MS Office skills
Very good conceptual skills, analytical and strategic thinking combined with very good communication skills
You are able to drive decisions and build coalitions across different teams independently.
Product management experience is a plus
Clear, effective written communication skills

**Core competencies, knowledge and experience**

Is a role model for best practices in Agile process execution, motivating other team members to do the same
Ability to continue to monitor, learn, and implement industry best practices from the telesales community
Natural "servant" leader, with strong ability to coach and develop others, an inherent entrepreneurial spirit, and focuses on ever-improving team dynamics and performance
Viewed by the wider organization as an effective and consistent collaborator, influencer, and negotiator, able to highlight internal and external dependencies and break down complex blockers
Excellent stakeholder management and communi

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