Manager, Telemarketing Services

The Manager, Telemarketing Services is responsible for managing inbound and outbound telemarketing operation with focus on meeting sales and operating objectives, developing organization and providing leadership. He/she will manage a small team and potentially outside vendors to meet these objectives. The position will report to the Director, Field Marketing. Key Responsibilities include:

* Management of all inbound and outbound telemarketing activities and execution.
* Monitor daily workflow department-wide and make and/or recommend changes as needed to ensure the proper allocation of resources (time, money, and equipment).
* Works with CRM and Database marketing department to ensure consistency with marketing and sales automation processes.
* Formulates departmental policies, procedures, and standards for the telemarketing functions.
* Responsible for preparation of the annual business plan, budgets and operating forecasts for department
* Assume leadership role developing organization and operation, identifying operating improvements including changes to existing programs and technologies and new activities as well the engagement with external vendors.
* Work Experience/Skills and Knowledge.
* Requires a minimum of 5 to 10 years of work related experience in direct-to-consumer telemarketing, inside sales or sales operations. Supervisory experience required.
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* BS/BA or similar degree is desired in Business, Marketing, Computer Science or related field. MBA degree a plus.
* Proven history of success in similar roles, particularly in larger software firms.
* Strong understanding of enterprise software market. Working understanding of ERP market concepts desired.
* Thorough knowledge of inbound/outbound call center operations and related technologies.
* Understanding and ability to successful outbound programs, particularly sales, to ensure service levels and financial objectives are met.
* Excellent knowledge of planning and scheduling in a telemarketing environment.
* Exceptional change management skills.
* Outstanding staff recruiting, coaching, development and retention track record.
* Strong planning, problem-solving, forecasting, budgeting and analytical skills.
* Strong leadership, team building, organizational, interpersonal and motivational skills.
* Must be a self starter that is comfortable working in a start-up paced software company.