Telemarketing Manager

Tasks & Responsibilites:

1. Strategy & Planning

• Develop and implement lead follow-up and appointment-setting strategies.
• Set daily and weekly targets (leads contacted, appointments created) to support the achievement of monthly targets.
• Define TMK strategy, structure, and KPI aligned with English 1 business goals.
• Analyze lead funnel performance and identify opportunities to improve conversion.
• Manage team resourcing, lead allocation, and shift schedules efficiently.

2. Process, Governance & Quality Assurance

• Develop and regularly update telemarketing scripts, SOPs, and call/chat follow-up guidelines.
• Conduct active call/chat monitoring to ensure quality assurance.
• Act as the escalation point for high-complexity operational issues and complaints.

3. Performance Management & Analytics

• Monitor the performance of all Senior Agents and Agents through dashboards and periodic reports.
• Analyze performance data (conversion rate, call productivity, lead quality) and propose improvement initiatives.
• Deliver weekly and monthly performance reports.

4. Coaching & People Development

• Provide regular coaching and evaluations for Senior Agents and Agents.
• Support the handling of objections and complex lead cases.

5. Lead Optimization & Conversion Management

• Optimize the Conversion Rate through weekly (or as needed) WhatsApp blasts using overdue OPP data.
• Actively coordinate with Centers (CD and CC) regarding Telemarketing OPP data.

6. Cross-Functional Coordination

• Actively coordinate with the Digital and Performance Marketing teams regarding lead quality and appointment results.
• Actively coordinate with the Marketing and Sales teams to obtain information on ongoing campaigns as input for TMK follow-ups.

7. Reporting, Administration & Project Management

• Send Appointment data to the Regional team and Center Director by Weekly via email.
• Take full end-to-end responsibility for the completion of all TMK projects according to the defined timelines.
• Take full end-to-end responsibility for monthly OPP bonus administration and Agent incentive processing.

Qualifications:

· Bachelor's degree in any field.

· 5-8 years of experience in telemarketing, telesales, contact center, or related role, with at least 2-3 years in a leadership position.

· Proven track record of managing high-performing telemarketing teams and achieving conversion targets.

· Strong understanding of lead management, appointment setting, sales funnel, and conversion optimization processes.

· Excellent leadership, coaching, and team development skills.

· Strong analytical skills with the ability to interpret performance data and drive continuous improvement.

· Excellent communication and interpersonal skills.

· Proficient in CRM systems (Salesforce), telephony/contact center systems, and reporting dashboards.

· Good command of English, both written and verbal.

· Ability to work in a fast-paced environment and manage multiple priorities effectively.

· High level of integrity, accountability, and problem-solving ability.