Dialog Direct
  • Operations
  • Fort Worth, TX, USA
  • Full Time

The Outbound Sales Program Manager is a member of the Dialog Direct operational team managing technology solutions for the enterprise.

  • Core responsibilities
    • Set up policies and processes around creating new campaigns, including:
  • Create, contribute and maintain processes and troubleshooting documentation for the outbound sales program
      • Screen Pop
      • Data capture
  • Reporting
    • Prepares performance reports by collecting, analyzing, and summarizing data and trends.
    • Create, maintain, produce custom reports as required
    • Create, maintain, produce standardized reports at the required intervals
      • List processing
    • Lead management:
  • Drive standards for OB data list management, script management, reporting, dispositions, and dialer functionality.
      • Calculating workload
      • Understanding list and contact penetration
      • Managing list yield goals, and agent efficiencies, like calls per hour, talk time % etc.
    • Ensure compliance with regulatory agency guidelines and standards (not limited to):
      • Abandon rate management
      • Attempt settings
      • Time of day restrictions by state
      • Cell phone vs. land line restrictions

 

  • Adhere to defined operation process and offer improvements as necessary
  • Analyze monthly budget relative to contract requirements and revenue goals.
  • Aptitude to learn quickly and effectively
  • Grow and expand existing campaigns via effective and efficient response to the customer's requirements.
  • Implement telemarketing requirements for new campaigns.
  • Implement Outbound requirements for new campaigns.
  • Participate in client meetings as needed.
  • Participate in product presentations, identifying operational trending.
  • Works closely with the operational team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the programs.

 

 

 

EDUCATION and/or EXPERIENCE

  • Bachelor's degree or equivalent education and experience is required.
  • Outbound experience, a must.
  • LiveVox experience, a must.
  • Telemarketing experience preferred.
  • Customer service experience preferred.

 

LANGUAGE SKILLS

  • Excellent oral and written communication skills, as well as superior public speaking skills required.
  • Ability to read, analyze and interpret MSA and Statement of Works.
  • Ability to respond to inquiries or concerns from customers and operational partners.
  • Ability to effectively present (orally and written) information.

 

MATHEMATICAL SKILLS

  • Understanding, calculating and communicating headcount requirements and OB data list "burn" rates will be critical.
  • Ability to compute rate, ration, and percent and to draw and interpret bar graphs.
  • Ability to calculate figures and amount such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Understand profit and loss calculations and basic business finance, e.g., gross margin percentages and calculations, cash-flow, overheads, etc

 

REASONING ABILITY

  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret and extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Dialog Direct
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