Manage and lead team of Inbound, Outbound, Support and Invoice control, planning and ensuring the productivity and team performance is meet the target.
Maintain service levels and KPIs for all processes in Telesales, find and resolve the issue that delay service levels and KPIs to improve future performance.
Monitor daily / weekly and ad-hoc reports to ensure the accuracy and punctuality of report submission.
Analyze the business process in Telesales and propose solution for improvements in telesales product and process.
Support Head of telesales in implementation telesales strategy and monitor it in daily basis to ensure every process is running properly.
Monitor, coach and manage team's performance by setting clear objectives and develop them so that they can fulfill their target and support their team target.
Define KPI, assess performance and provide timely relevant feedback to support their subordinates to achieve target.
Identify talent and provide inputs for team's training and development programs to ensure every team member have the skill needed to excel at their job.
Act as a role model for staff by consistently demonstrating core values and behaviors.
Requirements:
Candidate must possess at least a Bachelor's Degree, Economic , Marketing or equivalent.
At least 5 year(s) of working experience in the related position is required for this position; in consumer finance environment/Insurance/Banking Industry.
Experience in handling big telesales team ; provide coaching, direction, asses and evaluate team members performance focusing on sales skills.
Advanced English communication skills
Good knowledge for quality control implementation.
Experience with setting Service levels, KPIs and thresholds.
Good knowledge of MS Office : Excel, Power point.
Strong interpersonal skills in order to work in a diverse, dynamic and fast-paced environment.
