Our Sales & Marketing Operations Team is seeking a temporary Project Lead to join our Outbound Sales team. The position will be based in our satellite office in Denver, CO and will run through the end of 2012.
Contribute to the growth of the nation's #1 Satellite TV provider by partnering with and supporting the efforts of the Outbound Sales Managers overseeing DIRECTV's outbound sales efforts, including premium and sports package upgrades and sales to new prospects. The Project Lead will play a critical role in helping to drive overall performance by executing on tactics and strategies that drive overall performance at various outbound vendors. This is a highly collaborative role and success is dependent on the Project Lead's ability to partner with the Outbound Sales Managers to communicate effectively with not only various business owners throughout the organization, but also to ensure the cohesiveness between DIRECTV and multiple outbound vendors.
Collaborate with Outbound Sales Managers to launch new outbound telemarketing initiatives from start to finish which includes project design, cost estimation, testing, on-site implementation, reporting, lead management (including distribution), scripting, process control and training
Assist with managing outbound sales center performance of key metrics, including: sales, conversion rates, costs, activations, churn and similar performance indicators
Review and ensure that scripting on all campaigns is up to date and consistent among vendors
Participate in brainstorming sessions, provide feedback and execute on new tactics and strategies that improve campaign and vendor performance
Work with internal business owners, premium programming partners and vendors in the creation of ongoing agent incentives and to schedule site training visits
Conduct system SOX audits and work with Outbound Sales Managers to follow up on escalated calls that require specialized handling
Provide and update daily, weekly and monthly detailed call center reports for all campaigns and other projects as assigned
Lead weekly call calibrations on multiple outbound campaigns and indentify and follow up on areas of opportunity
Assist with the rollout of the new call quality format and ensure execution on all campaigns and call calibrations
Bachelor's Degree and minimum of 2-5 years of call center experience
Outbound telemarketing experience highly preferred
Experience in the satellite/cable television industry or in a subscriber based industry highly preferred
Knowledge of call center operations, lead management, training, script development, and quality assurance
Basic to intermediate understanding of telemarketing laws, such as DNC
Ability to effectively operate within diverse, cross-functional groups in a fast-paced environment
Strong problem solving and analytical skills, including a qualitative and quantitative skill set
Ability to accommodate change and adapt accordingly
Excellent communication skills, including ability to tailor communication to audience to achieve desired results
Proficiency in standard MS Office applications
Regular travel (up to 25%) required
DIRECTV - 2 years ago
DIRECTV takes television straight to the masses. The company operates the largest direct-to-home (DTH) digital TV service in the US, ahead...