Remote Channel, Account Manager

Há 4 dias

Sao Paulo, Brasil ViaSat Tempo inteiro
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
**Responsibilities**:
The Account Manager will be responsible for the operational management of Viasat partners who act as direct sales channels and will report to the Channel Manager. The responsibilities for this role include:
- Operational management of Viasat telesales partners;
- Be the focal point of partners with Viasat
- Build and have a strong, integrated and transparent relationship with partners, ensuring that the customer safety and quality policies required by Viasat are in fact followed
- Management of Sales KPI's
- Management of Operational KPI's
- Management of sales quality and customer satisfaction indicators
- Anti Fraud Monitoring and Control
- Monitoring, elaboration and improvement of scripts
- Monitoring and support in building reports
- Support, development and monitoring of motivational campaigns to overcome results
- Identify process improvement needs for a better customer experience
- Preparation of action plans with partners to recover or surpass results
- Monitor and support the selection process of salespeople and managers, ensuring that they are within the profile expected by Viasat
**Requirements**:
- 5 + years of experience with direct management of sales teams in contact center (Inbound / Outbound)
- Bachelor's degree
- Knowledge of planning KPI's in Inbound / Outbound operations
- Experience with traffic control activities, service level, TMA, WFM, ABS, LOG, Forecast and Dimensioning
- Experience in dialer management (sizing of E1's channels, dialing rules, reticence, telephony indicators, etc.)
- Previous experience in the Telecom industry, preferably in Broadband Internet
- Willingness to travel up to 75% of the time
- Strong organization, oral and written communication skills
- Able to work as part of a crossfunctional team as well as independently
**Preference**
- Intermediary English level (written and oral)
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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