Project Teleservices Manager
Fecha Publicación:
08/06/2020 0:00:00
Número de Vacantes:
09,00 - 14,00 15,00 - 18,00
A multinational company located in Barcelona and dedicated to innovative technology and design, needs a Project Teleservices Manager.

This position is responsible for managing Tele Services operations to ensure support for and global alignment with Demand Generation Marketing and Inside Sales. Proactively manage performance of Tele Vendors to maintain an optimized Tele Services environment that meets the needs of the business. These include delivering a great customer experience, supporting lead and revenue goals, and monitoring adherence to internal processes, systems and KPIs.

Principal Duties and Responsibilities

·Vendor onboarding support including contracts, account set up, training on tele platform and overall integration into the company tele environment.
·Ensure tele vendors practices are aligned with company"s policies.
·Ensure vendors are trained on processes and practices to properly manage data.
·Work with vendors to ensure they are practicing the proper lead qualification methodology by type of campaign.
·Point of contact for day-to-day operational support for tele vendors.
·Case management support to ensure vendors cases are routed to the correct team(s) and resolved within a timely manner.
·Provide vendors with updates and training relating to system enhancements, issues or workarounds.
·Work closely with marketing and sales teams to understand anticipated volumes to ensure vendors have the proper time to plan and support.
·Communicate processes and procedures for tele related activities to vendors and Field Marketing Managers.
·Work closely with marketing and sales to ensure lead quality & volumes are aligned with expectations.
·Conduct regular monitoring of vendor's performance in terms of how data is being processed, practices followed, and quality of work is good.
·Work with marketing managers to problem solve routing and/or vendor reporting discrepancies as needed.
·Weekly check-in meetings with vendors.
·Conduct quarterly business review meetings with vendors.

- Bachelor's Degree in Business / Marketing or equivalent.
- Strong teamwork and excellent communication skills.
- Manage multiple priorities.
- Languages: English is mandatory.
- Experience in a similar position (5-8 years) in Marketing Operations or Sales Operations.

Looking for a career that combines innovative technology and design, ultimately helping both creative and engineering types to build a better world? If so, meet us.
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