Bachelor's degree in business or related field; 4+ years in contact center experience
Outbound sales environment experience
Preferred background in telecommunications (internet, wireless, fiber, or cable)
Familiarity with contact center operations and performance metrics
Strong project-management skills and ability to handle multiple initiatives
Responsibilities
Serve as primary liaison with outsourced contact center partners
Build relationships with vendor leadership teams
Translate sales goals into actionable outbound campaigns
Monitor performance dashboards, identify trends, and provide insights
Conduct call monitoring and compliance reviews to ensure adherence to standards
Collaborate with internal teams to align campaign priorities
Recommend improvements to enhance caller engagement and sales outcomes
Benefits
Medical, dental, vision, and life insurance
HSA and FSA options
401(k) with company match
Paid time off and company holidays
Tuition reimbursement for career development
Employee broadband discounts
Full Job Description
Business Partner Outbound Sales Manager
This is a Hybrid Role: 3 days in office, 2 days out. You must be within 45 minutes of one of our offices located in:
Madison Heights, Livonia, or Potterville - Michigan
Pinellas, Sanford, Hernando, or Panama City - Florida
Greenville or Charleston - South Carolina
Augusta or Columbus - Georgia
Montgomery, Dothan, or Huntsville - Alabama
What WOW! Offers
Base salary up to $107,000/year + commission!
Medical, dental, vision, and life insurance
HSA and FSA available
401(k) with company match
Paid time off & company holidays
Tuition reimbursement for continued development
Employee broadband discounts
What You'll Do
Lead Strategic Partner Relationships
Serve as the primary liaison between WOW! and outsourced contact center partners.
Build trusted relationships with vendor leadership teams.
Lead regular business reviews, performance evaluations, and strategic planning sessions.
Ensure contractual commitments, service-level agreements, and key performance indicators are consistently achieved.
Drive Outbound Sales Performance
Translate company sales goals into actionable outbound calling campaigns.
Drive sales results across lead generation, win-back, migration, cross-sell, and product-upgrade programs.
Monitor daily and weekly performance dashboards, identify trends, and share actionable insights with internal stakeholders.
Improve attachment rates, product mix, average revenue per user, and overall campaign performance.
Ensure partner staffing, scheduling, and workforce-management practices support business goals.
Deliver an Exceptional Customer Experience
Establish and reinforce quality standards for customer interactions.
Conduct call monitoring, audits, calibrations, and compliance reviews.
Ensure adherence to TCPA requirements, industry regulations, brand standards, and customer-experience expectations.
Develop corrective action plans and monitor progress through resolution.
Improve Programs and Processes
Partner with Sales, Marketing, Product, Compliance, and other internal teams to align campaign priorities.
Support new program launches, script updates, and technology rollouts.
Analyze conversion rates and operational metrics to identify improvement opportunities.
Collaborate with partner leaders on coaching, training, and sales-enablement initiatives.
Recommend improvements to call flows, audience targeting, dialing strategies, and incentive programs.
Perform other duties as assigned.
What You'll Bring
Education and Experience
Bachelor's degree in business or a related field and at least four years of relevant contact center experience; or an equivalent combination of education and experience.
Experience working in an outbound sales environment.
Telecommunications experience, particularly in internet, wireless, fiber, or cable is strongly preferred.
Knowledge of contact center operations, processes, and performance practices.
Skills for Success
Strong project-management skills, including the ability to lead multiple initiatives simultaneously.
Excellent analytical skills with the ability to translate performance data into action.
Strong written and verbal communication, negotiation, and vendor-management abilities.
Experience developing and presenting data-driven recommendations to audiences at multiple leadership levels.
Exceptional organization, attention to detail, and time-management skills.
Familiarity with dialing platforms, quality-assurance tools, and CRM systems.
Experience supporting multiple partner locations across different geographic areas.
A track record of improving sales performance or leading sales-enablement initiatives.
Proficiency with Microsoft 365 applications.
Working Conditions
Regularly required to communicate verbally and listen effectively.
Frequent use of computers and other office equipment.
Frequent close vision work and visual focus.
Occasional travel to partner sites for audits, calibration sessions, and business reviews.
