Manager BPO Sales Center

Role Description:

The Manager of BPO Sales Center will be a critical player in Pearson’s North America sales team, reporting to the Sr. Director of the Pearson Resource Center, the outsourced contact center (BPO). The role will be supervising all outsourced business tasks performed by the BPO including but not limited to managing two separate departments of sales teams and will be responsible for developing a leading strategy for growth.

The manager will be responsible for day-to-day coverage of the outsourced activities to include, but not limited to, the monitoring of KPIs, conducting quality control measures, reviewing agent activities, and working with training partners to build appropriate coaching materials. This individual role will be responsible for ensuring that the Pearson Sales Associates have the knowledge to effectively use the tools and selling techniques to effectively contribute to Pearson’s teaching and learning mission.

The manager will also play the unique role of leveraging the outsourced partner to try innovative new ways of working, running new types of sales plays based on new opportunities, and partnering with internal sales teams to ensure optimal coverage for strong faculty relationships.

They will play a critical role in helping to optimize systems for accuracy in reporting to the business, as well as driving associated sales activities to engage with contacts through the sales funnel.

The manager must have an integrator mindset and be agile to work in a continuously changing environment. They will be open to learning, identifying gaps, brainstorming, adapting content to new ways of working. Most importantly, they see themselves as an agent of change to build a dynamic, go to market team demonstrating that talent through taking current processes and helping to streamline and improve those processes for the most effective outcomes.

The Manager is expected to:

• Lead our GenEd and Managed Sales teams by developing a winning strategy focused on growth
• Support the upskilling, reskilling, and leadership training for the sales team
• Drive effective use of selling systems and protocols including OneCRM, Tableau, SMS, and other sales tools
• Create and use tools to identify gaps in learning, progression through learning, and analysis of correlated sales outcomes
• Demonstrate a commitment to lifelong teaching and learning while supporting diversity, equity, and inclusion and promoting a transparent, accessible, and inclusive culture where employees are encouraged to learn more about themselves and others

Capabilities

• Strong Decision Making
• Unconstrained thinking, Creative and Innovator mindset
• Developing and Leveraging Relationships
• Communication and Collaboration
• Customer Centric
• Analytical Skills and Learning Agility
• Delivery of Results
• Accountability
• Aligning Performance for Success
• Change Management Capability
• Emotional Intelligence & Self Awareness

Qualifications

• A Bachelor's degree or an equivalent combination of education and successful work experience
• A minimum of 1 year experience in current systems: OneCRM (especially report and list views) or a similar type system
• A minimum of 5 years of exceptional sales performance, customer service, or sales operations experience
• Record of informal and/or formal leadership – ability to build and motivate a team
• Demonstrated ability to hire and retain talent through effective coaching, mentoring, and JIT training
• Ability to coach to quality, quantity, and scalability metrics
• Demonstrated problem solving skills, strong communication skills, and ability to collaborate effectively with business partners for the benefit of the customer and Pearson
• People Management experience preferred Pearson provides a flexible work environment for its employees.

We believe that the ability to work from anywhere, anytime in work/life balance is a critical part of our culture and employee satisfaction. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations. Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

The minimum full-time salary range is between $90,000 - $95,000

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Higher Education

Schedule: FULL\_TIME

Workplace Type: Remote

Req ID: 16797

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