Outsource Channel Manager

Eden Scott is delighted to be working with Highland Broadband Networks Limited (HBNL), a telecommunications company based in Edinburgh that provides full-fibre broadband to rural and semi-rural communities across Scotland, including the Highlands, Fife, and Stirlingshire.

They believe that connectivity is at the heart of local communities. That’s why, since 2015, they’ve focused on closing the digital divide by rolling out industry-leading gigabit-capable fibre broadband to towns and villages who were otherwise being left behind by other providers.

Access to ultrafast, reliable broadband is life-changing to so many people – you shouldn’t have to choose between high-quality connectivity or living in the location that you want.

They have created a new role and are now seeking an Outsource Channel Manager to join the team. You will be responsible for is responsible for developing strategies to drive revenue growth and ensuring the achievement of sales targets through management of the outsourced Tele and Field Sales teams.

You will be a high performing, energetic member of the Senior Retail Team with a proactive, detail driven approach to team performance. You are a front-line leader that gets involved in the day-to-day activities of your team, maintaining clear communication channels and managing the outsourced team performance to strict SLA’s.

The Outsource Channel Manager is a data-driven role that requires commercial acumen and a deep understanding of the consumer base, the competitive market and an ability to analyse sales department performance.

Key responsibilities of the role:

• Own the sales result for outsourced telesales and field sales, ensuring outsourced partner performance meets commercial targets
• Engage daily with outsourced partners to review agent-level performance, conversion rates, ARPU, quality and compliance
• Drive operational execution of outsourced partners, ensuring adherence to scripts, sales processes, quality standards and tactical plans
• Ensure outsourced partners maximise sales leads, optimise contact rates, execute campaigns effectively and follow data-driven walklists
• Monitor PIC rate, implementing training and / or recovery campaigns to ensure it remains below 10%
• Work creatively to maximise use of lead data, building and managing campaigns designed to increase conversion
• Own the strategic relationship with outsource agency leadership, ensuring collaboration and mutual success
• Collaborate with internal teams to align outsourced activity with business objectives and promotional plans
• Ensure customer feedback and ‘no reason’ insights feed into messaging, training and campaign optimisation
• Manage the evolution of sales strategy and techniques as each cohort moves along the adoption curve

Key skills and experience required:

• Strong track record of hitting revenue targets, and other performance KPIs.
• Experience managing outsourced telesales and field sales teams
• Proven track record delivering sales results through vendor management
• Experience working to strict SLAs and performance frameworks
• Use of sales performance data to improve output

Edinburgh based. Hybrid working

This role offers an excellent competitive salary circa £65,000.

Eden Scott is dealing exclusively with HBNL on this vacancy so to be considered for this opportunity, please submit your CV online or to sally.rae@edenscott.com