Compensation Overview

Associate Vendor Manager

About the Role:

The Associate Outbound Sales Vendor Manager is accountable for the activities associated with effectively building and maintaining external third-party partner / vendor / call center relationships with assigned vendors. This role assists with the full ownership of managing Ooma’s new customer sales experience including sales process, service delivery and continuous improvement with our vendors. The Associate Outbound Sales Vendor Manager is responsible for working with the vendors to establish and monitor call quality, training on new offers and products and quantitative and qualitative measures of performance against selected Service Level Agreements (SLA) according to contract terms, for assigned vendors.   Acts as a liaison between the vendor and Ooma managing the facilitation of services through daily interactions. Evaluating and optimizing processes and project management are key aspects of this position.

What You’ll Do:

• Develops and maintains effective relationships with key personnel at our vendor shops like Sales, Training and Call Quality for assigned vendors to provide support necessary for on-going management and oversight. 
• Works closely with the Director and leadership team to ensure SLAs, deliverables, compliance requirements and expectations are adhered to according to contracts while daily monitoring and managing vendor performance. 
• Reviews daily performance metrics and ensures Ooma’s reporting aligns accurately. Assists with goal setting, tracking performance and facilitating weekly/monthly vendor invoicing. 
• Assists in establishing and monitoring Call Center Vendor Scorecards (quantitative and qualitative measures of performance against selected SLAs and metrics) to monitor and manage vendor call quality performance based on a defined set of criteria. Follow-up on scorecards where issues are identified to discuss action plans. Use call quality trends to make recommendations on sales process and sales effectiveness improvements.  
• Manage and facilitate daily call calibration sessions. Manage weekly themes addressing areas of opportunity while compiling results for trend analysis. Create weekly call tips based on monitoring feedback and ensure performance results are moving in the right direction based on feedback provided in these sessions. 
• Ensure vendor is prepared and ready for any and all new changes to the program. This includes changes to sales process (scripting), offers and equipment and even updates to their contract.  This role will help with creating, facilitating and validating ongoing vendor training to ensure each shop is educated as needed to flawlessly execute on new efforts. 
• At times acts as primary point of contact for vendor escalations, assisting with facilitating offer approval, questions about features, customer service assistance and other needed tools so Ooma customers get what they need to ensure customer happiness and mitigate infant cancellations.  
• Generate and encourage innovative solutions to maximize sales effectiveness with call quality compliance and address problems. Challenge preexisting conventional thinking and processes to find better ways to achieve improved results. 

Experience We’re Looking For:

• 3+ years of experience in a call center required. 
• Excellent organizational, managerial and project management skills.  
• Excellent interpersonal, verbal and written communication skills. 
• Ability to simultaneously manage multiple tasks/projects and deadlines. 
• Salesforce experience preferred.  
• Experience in call center management, call quality or training highly desired. 
• Ability to travel to international call center locations, as needed. 
• Bachelor’s degree or equivalent work experience.