Description:
The role of Account Manager sits within the Sales Business, reporting to the Senior Operations Manager. In this role, you will be the principal point of contact between ScottishPower and nominated outsourced call centres ensuring sales, quality and compliance targets are met.
You will recruit and identify through business development new outsourced call centres as required to meet overall channel sales targets and act as the principal point of contact for all marketing sales activity in relation to nominated outsourced call centres.
Responsibilities
- To be the principal point of contact between ScottishPower and nominated outsourced call centres ensuring sales, quality and compliance targets are met.
- To successfully identify, recruit, develop and account manage outsourced call centres from operational set up through to ongoing delivery in order that the channels sales, quality, and compliance targets are met.
- Responsible for ensuring that nominated outsourced call centres have a proper contractual relationship with ScottishPower and that they are in adherence to the agreed SLAs and industry regulations/licence requirements
- Work with Insight Telesales Data Manager to ensure that nominated outsourced call centres have an ample flow of data to support their activities and that the data is prepared in such a way as to maximise the benefit to the company and ensure the lowest cost per service possible.
- To analyse daily performance reports for all activity (sales, quality & compliance), to report on this activity, to pull together recovery plans should they be necessary to ensure set targets are met.
- To arrange and lead weekly, monthly, and quarterly operations meetings with all nominated outsourced call centres.
- To develop the scripting and objection handling used by outsourced call centres to maximise the effectiveness of the campaign and to ensure all regulatory requirements are met.
- To review, refresh and deliver training material for outsourced call centres regularly to maximise the effectiveness of the campaign and to ensure all regulatory requirements are met.
- Listen to significant call sample from nominated outsourced call centre every week to ensure that all regulatory obligations and licence conditions are being met and to drive quality improvements from the call centre.
- To liaise with the Compliance Team regarding all areas of compliance including but not exclusively, complaints received in relation to all sales activities undertaken at nominated partners and to take appropriate action as required.
- To be pro-active in ensuring that nominated outsourced call centres are operating at maximum advantage to ScottishPower and to focus on ensuring the best use of data and the lowest cost per service.
Skills And Requirements
- Management experience within a Sales and/or Marketing environment
- Sales experience with a proven ability to drive sales volumes whilst maintaining high quality levels
- Proven ability to lead and manage individuals and teams
- Excellent communication and influencing skills
- Account management and contract negotiation experience
- Problem solving ability
- Results focused
- Strong analytical and planning skills
- A flexible attitude to working hours to cope with travel, peak workloads and customer/staff requirements
- A flexible attitude to personal development - prepared to acquire new skills associated with flexible
- management requirements
- ‘To be successful in a role you will need to demonstrate as minimum’:
- Sales and/or marketing experience
- Telesales experience
- Experience of stakeholder management
- Confident and articulate
- Computer literacy in word, excel and PowerPoint