Manager - Telesales Business Partner Management

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

The ideal candidate for this role will have:
Must have technical / professional qualifications:
A relevant degree/diploma (essential) with at least 5 to 8 years of essential professional experience in:

Driving sales and retention activities essential

Sales account management essential

Executive Business Process Outsourcing (BPO) Experience Essential
Or
Matric (essential) and with a minimum of 8 years plus professional experience in:

Driving sales and retention activities

Sales account management

Executive Business Process Outsourcing (BPO) Experience Essential
And
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

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 communications skills, with the ability to inspire, influence, and update delivery teams and senior executives
• Excellent facilitation, organization, and problem-solving skills, helping the team manage conflicts, challenges, escalating only when team processes have failed
• Comfortable with ambiguity and working in fluid, fast-changing environments under pressure
• Good understanding of the business capability/user journey, wider organizational goals, and desired product business outcomes
• Understanding of both the current Telecommunications and digital services market and emerging business and technology trends
• Knowledge of Telesales technologies ensuring campaigns are executed with speed and quality
• A thorough understanding of P&L management within a sales environment

Closing date for Applications: 18 September 2023.
The base location for this role is, Midrand Vodacom Campus.
The Company s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.