Sales Lead - Outbound Contact Centre

Who we areSince 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.Across our three businesses -The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.Want to discover more about life at The Economist Group? Follow @EconomistCareers on Instagram to discover the people, stories and opportunities that make TEG unique.The Economist is a leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from digital and print to shows and videos. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.As the Sales and Retention Lead, Customer Engagement Centres, your role sits within The Economist's Sales Team, and is focused on delivering customer retention activity through our outsourced contact centre partner. This is a client-side vendor management role which will include spending regular time on site at the contact centre site(s). The sales activity consists of inbound telephone and live chat, plus outbound calling campaigns. You will play a key role by leading the outbound activity, also with involvement in supporting the inbound activity. As the Sales and Retention Lead, Customer Engagement Centres you will proactively collaborate on a range of activities to drive excellence in both sales performance and quality, including areas such as review of results, customer contacts, scripting and training materials - making suggestions and developing new initiatives, as well as completing checks and monitoring.About the roleOur hybrid working policy allows colleagues to spend three days a week in the office and two days working from home. Out of the three days in the office, you can either spend these in our London office (with regular visits to our contact centre sites) or spend two days based in our partner’s Derby site and one day in our London office (Thursdays).How you will contribute:Lead the successful delivery of the outbound telemarketing sales activityDevelop and deliver new testing and activity to support the outbound strategyAchieve agreed targets by proactively driving sales performance and quality assurance through the OBTM channelLead daily calls with outsourced contact centre, providing guidance and feedback around performance metrics and identifying areas of best practice and improvementEnsure activity delivered by outsource partner is aligned to standards in all aspects of operational delivery, including targets, process and quality requirementsSupport inbound sales channel as requiredUse reporting and data to analyse and drive performanceManage the quality process and ensure our contact centre partner is fully calibrated with requirementsSpend regular time on site at outsourced contact centre(s) to support and drive sales and quality performanceGet involved with ad hoc projects which relate to the goals of the Sales team, for example - reporting development, systems improvements and deep dives on key themesThe ideal skills for this role are:Working knowledge and proven success in the delivery of outbound sales campaignsExpertise in influencing and managing all OBTM leversAbility to set up new tests and campaigns and associated processes, reporting and trainingSuccessful candidates are those who are able to demonstrate previous work experience within a contact centre environment (either in-house or outsourced) and indicate such experience on their resumeSales-driven mindset and enjoys achieving targetsDirect experience of working in a sales / retention team within a contact centreWorking knowledge of delivering sales activity to the standards of a quality assurance programme within a contact centre settingVendor management experience (preferable)Understands and implements an appropriate balance between sales and qualityExcellent written and verbal communication skillsHigh level of attention to detailCoaching and performance management skillsProactive with a sense of urgencySelf-motivated driven to succeed#LI-HybridWorking ArrangementsThe majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. AI usage for your applicationWe are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.What we offerOur benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.