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Customer Service Vendor Manager
hace 4 semanas
One team.
Global challenges.
Infinite opportunities.
At Viasat, we're on a mission to deliver connections with the capacity to change the world.
For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate.
We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
**Responsibilities**:
- Be a natural leader who can build relations and inspire teams to operate with integrity, while managing a successful sales channel consistently meeting or exceeding targets
- Have an advanced understanding and competency in contact centers, daily operations, workforce management, and direct sales
- Be a collaborator, negotiator, and problem solver with a proven ability to manage direct sales operations
- Directing and coordinating all direct sales activities for U.S. markets and BPO partners
- Work cross functionally with business leaders, training, quality, and BPO partners to ensure operational success of direct sales promotions and campaigns
- Manage the BPO relationship to include meeting contract requirements, department KPI's, capacity staff planning, cost center and staffing reconciliation, and other required activities
- Accountability for overall BPO and LOB success - including budget, staffing, quality, conversion rates, upsell, and cross sell
- Oversight of implementation and ramp up for new BPO providers and/or additional locations for existing BPOs
- Oversees Project Management programs related to contact center shared operations, technology, associates experience and communication development
**Requirements**:
- 5+ years' experience managing direct sales, with specific experience selling in U.S. Markets
- 5+ years' experience BPO contact center technology, operations, and BPO
- 5+ years' experience managing and leading sales representatives and campaigns
- Bachelor's Degree or an equivalent combination of education and experience
- Bilingual in English and Spanish with full professional proficiency or higher
- Possess strong analytical and managerial skills required to perform duties
- Travel required up to 50%
- Valid passport and documentation needed for international travel
- Must be located in the Monterrey area
**Preferences**
- Telecommunications experience preferred
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.
