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Project Delivery Manager – Teleservices

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Our Global technology Client is looking for a Delivery Manager to support execution of outbound telemarketing campaigns in Europe.

The Delivery Manager – Teleservices’ will work directly with defined vendors to manage the on-going performance of outbound Business-to-Business campaigns, as part of a newly created Telemarketing Campaign Desk for Europe.

The position will manage important internal relationships and partner closely with internal Sales and Marketing clients across Europe in delivering on their business objectives, and will ensure these colleagues (who must be viewed as ‘customers’) receive a consistent, high-quality experience. In this role you will manage the full execution life cycle of these tele campaigns including campaign set-up (campaign and call collateral development); vendor engagement; costing; planning; execution; tracking; and performance analysis/optimization.

Responsibilities: - Manage the relationship between Europe business regions and their telemarketing vendors as part of the ‘campaign desk’ service - and oversee the vendor’s operation management.
Manage telemarketing campaigns from kick off, planning, execution and measurement phases
Understand the scope and objectives of campaigns to clearly manage clients’ expectations around results and delivery

Daily communication with both clients and vendors including on going scorecard management around campaign performance to goal, business issues, service quality, and metrics - Establish and maintain work back schedule, status lists, and key deliverables including deadlines and scope change for all campaigns supported
Daily analysis of performance metrics to ensure vendor performance search for ways to improve efficiency and quality of support, and roll up monthly report for European HQ
Collaborate across marketing, sales, and vendor contacts to execute campaign expectations
Partner with other members of the team to measure campaign and vendor performance with focus on operational efficiency, quality, and process adherence.
Managing timely campaign issue escalation, resolution and change, particularly regarding tools, ad-hoc reports, lead assignment
Project management; process improvement; call collateral (scripting guides; follow-up emails) creation and review; and optimization
Ensuring all client, reporting and vendor review calls meet business-defined call quality guidelines and attributes, with particular focus on protecting customer privacy Issues management and tracking
Act as a point of contact for vendor to Operations regarding on-going team Readiness, Quality, and Training. - Execute Tele-campaigns in a Privacy compliant way respecting Customer communication preferences, and ensuring the appropriate and secure transfer of Customer data at all times.

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