About this role
- Overall responsible for overall campaign operations assigned such as TARP Billed, Response Rate, AARP, Lead Usage, Capacity Planning and productivity management
- To support and enable team member (Approx. 5-6 Supervisors) in sales delivery and daily operation to achieve target productivity rate, quality assurance
- To provide on-the-job technical and soft skill support so as to ensure team members are competent and effective in operations
- To ensure all team members understand and comply with the company ’s policies and customer’s expectations (QC , Script)
- To ensure that team members are familiar with product knowledge and program specifications
- To develop Supervisor’s management & leadership skills
- Reporting & Monitoring
- To ensure weekly and monthly tracking reports and other sales and revenue figures are updated and accurate
- To closely monitor productivity rate and to proactively respond with action items to improve results.
- To review goal for each team based on daily, weekly and monthly management reports and intiate plans to improve results
- To monitor lead management and rostering of staff in an effective and fair manner including attendance / maintain low staff turnover rate.
- To monitor attendance and maintain low staff turnover rate
- To manage TM cost through billable hour method
- To prepare Monthly Report (Sales Performance, Call Leads, Telemarketing Activities, Monthly summary report for campaign activities)
- Proactive feedback / enquiries from team member
- To proactively seek feedback to facilitate improvements in sales, service, operations efficiency and customer satisfaction
- To handle and resolve enquiries escalated from team members as necessary
- Bachelor ’s degree in any field related
- Experience in managing sales team for 2-4 years
- Knowledge required: MS-Off i ce and call center management tools
- Competencies required: excellent sales and problem solving skills and good leadership & people management skills