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Lead Marketing Manager, Call Center Program Operations
•30 days ago
| Hours | Full-time |
|---|---|
| Location | El Segundo, CA El Segundo, California |
About this job
Want a job that commands attention? That's exactly what our Marketing team members do every day. From grassroots efforts to major markets, you'll connect our customers to the coolest offerings around. And thanks to big ideas and creative solutions, AT&T is one of the biggest brands in the world – leading the way across telecommunications, high-speed Internet and pay TV. Get in on the conversation.
As our Program Manager, you'll manage campaigns related to retention outbound telemarketing program management, launches, and initiatives. The key to your success will be to build strong working relationships with internal stake holders as well as vendor site contacts to ensure the success of all key program metrics. You will also evaluate the programs to determine the impacts to the sales centers, and identify opportunities and execute changes to optimize production and efficiencies within the vendor sites. This position is both tactical and strategic in nature and will be expected to work cross functionally to leverage enterprise resources to build efficiencies, foster innovation and achieve results.
The successful candidate will:
- Manage the implementation and management of new/existing programs, products and initiatives within the retention team.
- Support upcoming and future initiatives such as ROI analysis on all campaigns, lead management segmentation and vendor consolidation
- Proactively identify improvement opportunities within the sites and develop solutions to improve performance and the customer experience
- Create project plans for outbound initiatives and leverage internal (including training, QA, communications, sales ops, Business Intelligence) and external resources (vendor sites) to achieve results.
- Work closely with retention program management/ business analytics partners to develop planning model for new initiatives and provide appropriate milestone reporting and escalation as required.
- Partner with training and communications teams to ensure new classes and training programs are well executed and desired results achieved.
- Proactively provide feedback and identify opportunities to the business unit to improve retention treatment efficiencies within and across lines of business. Develop and implement solutions to address the opportunities.
- Provide guidance and direction to leadership team and vended sites as it relates to process-related opportunities and change management.
- Conduct quarterly reviews via a site assessment process to validate/ensure effective interaction between relevant business partners.
- Identify real and potential problems that impact the vendor sites; provide alternative solutions to mitigate risk and improve performance
- 5+ years' project management experience, preferably call center related
- Bachelor's Degree in Marketing, Business or related discipline
- Extensive knowledge of call center operations, lead management, training, script development, and quality assurance knowledge of ins and outs of predictive dialers
- Strong problem solving and analytical skills, including a qualitative and quantitative skill set
- Demonstrated success managing teams; work effectively with business and technical managers
- Ability to accommodate change and adapt accordingly
- Experience with public speaking and presentation skills
- Synthesize and present large amounts of data to senior management, usually in PowerPoint format
- Strong excel skills including understanding concept of macros
- Ability to travel (up to 30%)
This type of background will help to ensure your success:
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
Want a job that commands attention? That's exactly what our Marketing team members do every day. From grassroots efforts to major markets, you'll connect our customers to the coolest offerings around. And thanks to big ideas and creative solutions, AT&T is one of the biggest brands in the world – leading the way across telecommunications, high-speed Internet and pay TV.  Get in on the conversation.
As our Program Manager, you'll manage campaigns related to retention outbound telemarketing program management, launches, and initiatives. Â The key to your success will be to build strong working relationships with internal stake holders as well as vendor site contacts to ensure the success of all key program metrics. Â You will also evaluate the programs to determine the impacts to the sales centers, and identify opportunities and execute changes to optimize production and efficiencies within the vendor sites. Â This position is both tactical and strategic in nature and will be expected to work cross functionally to leverage enterprise resources to build efficiencies, foster innovation and achieve results.
The successful candidate will:
- Manage the implementation and management of new/existing programs, products and initiatives within the retention team.
- Support upcoming and future initiatives such as ROI analysis on all campaigns, lead management segmentation and vendor consolidation
- Proactively identify improvement opportunities within the sites and develop solutions to improve performance and the customer experience
- Create project plans for outbound initiatives and leverage internal (including training, QA, communications, sales ops, Business Intelligence) and external resources (vendor sites) to achieve results.
- Work closely with retention program management/ business analytics partners to develop planning model for new initiatives and provide appropriate milestone reporting and escalation as required.
- Partner with training and communications teams to ensure new classes and training programs are well executed and desired results achieved.
- Proactively provide feedback and identify opportunities to the business unit to improve retention treatment efficiencies within and across lines of business. Â Develop and implement solutions to address the opportunities.
- Provide guidance and direction to leadership team and vended sites as it relates to process-related opportunities and change management.
- Conduct quarterly reviews via a site assessment process to validate/ensure effective interaction between relevant business partners.
- Identify real and potential problems that impact the vendor sites; provide alternative solutions to mitigate risk and improve performance
- 5+ years' project management experience, preferably call center related
- Bachelor's Degree in Marketing, Business or related discipline
- Extensive knowledge of call center operations, lead management, training, script development, and quality assurance knowledge of ins and outs of predictive dialers
- Strong problem solving and analytical skills, including a qualitative and quantitative skill set
- Demonstrated success managing teams; work effectively with business and technical managers
- Ability to accommodate change and adapt accordingly
- Experience with public speaking and presentation skills
- Synthesize and present large amounts of data to senior management, usually in PowerPoint format
- Strong excel skills including understanding concept of macros
- Ability to travel (up to 30%)
This type of background will help to ensure your success:
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. Â EOE/AA/M/F/D/V
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