Key Responsibilities
1. Sales Operation Management
• Develop and implement strategies and procedures to achieve sales targets and drive revenue growth.
• Monitor and analyze sales performance, providing regular insights and reports to senior management.
• Enhance customer experience through optimized operational workflows.
2. Strategic Projects & Compliance
• Lead projects aimed at improving telesales efficiency and performance.
• Collaborate with cross-functional teams to implement new technologies and processes.
• Ensure all operations remain in compliance with company policies and industry regulations.
3. Omni-Channel & Data Analytics
• Support seamless customer interactions across all channels (calls, chats, WhatsApp).
• Utilize data from various channels to inform sales strategies and improve engagement.
• Leverage data analysis to identify trends, forecast sales, and optimize performance metrics
4. Customer Relationship & Staff Development
• Map the end-to-end customer journey from onboarding to retention.
• Craft sales playbooks targeted for different customer segments at various touchpoints.
• Enhance frontline staff training on solution-based selling and objection handling.
• Participate in the setup of CRM systems to track the total customer journey.
5. Team Leadership & Collaboration
• Foster a culture of teamwork and cooperation across departments.
• Directly supervise a team of managers and non-managers, with oversight of approximately 150 indirect reports.
Requirements
- Education & Experience
• Education: Bachelor’s degree in Business Administration, Marketing, Customer Service, or a relevant field.
• Experience: At least 12 years of strong background in telesales or contact center operations.
• Technical Knowledge: Familiarity with multichannel interaction management and workforce management.
2. Core Competencies
• Leadership: Proven ability to motivate and inspire high-performing teams under pressure.
• Communication: Excellent skills to effectively interact with stakeholders at all levels.
• Problem Solving: Strong ability to find effective solutions for complex operational challenges and customer issues.
• Strategic Planning: Ability to handle a planning timeframe of 1–3 years.
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