Job Summary:
- Manage call center and ensure delivery of KPIs (on sales, productivity and quality control)
- Drive and monitor telemarketers’ performance.
- Plan and ensure sufficient leads for telemarketing campaign
- Setup new telemarketing campaigns
- Provide product and core skill trainings to telemarketers
Job Responsibilities:
- Ensure call center achieve sales KPI
- Ensure TMR complete cancellation conservation and payment reminder calls within TAT set
- Ensure call center productivity and QA KPI
- Monitor TMR’s performance closely and provide necessary coaching
- Plan ad hoc challenges to improve the performance
- Hold regular discussions with TMR to ensure TMR fully understand the KPI and actions required from them
- Work with Business & Campaign AVP and Business Analyst on leads tapping planning
- Work with Business Analyst to setup new campaigns
- Provide product trainings on new product and refreshment training on existing products to TMR on regular basis
- Provide core skill training ie. closing skills, tone of voice, objection handling, use of call script etc to TMR on regular basis.
Job Requirements:
- Minimum education qualifications : Diploma or Bachelor's degree
- Minimum 3 years relevant working experience in telemarketing holding supervisory role & competent and PCE certified to train telemarketers.
- Good command in Malay & English.
- Good knowledge in Microsoft Word/Excel.
- Good knowledge in handling CRM system.
- Sales oriented with business sense.
- Aggressive towards meeting or exceeding target.
- Self motivated, able to lead and motivate team members.
- Excellent communication & written skills.
- Meticulous & able to work under pressure.
