POSITION PURPOSE
This role focuses on managing the end-to-end lead scanning and qualification function, ensuring customer needs are accurately identified, leads are categorised appropriately, and opportunities are routed to the right teams for further engagement.
The position oversees
telesales operations, team capability development, process governance, and service quality to improve lead management effectiveness, customer responsiveness, and operational efficiency. Working closely with Sales, Marketing, Student Recruitment, and Operations teams, the role ensures a seamless customer journey from initial contact to opportunity creation.
AREAS OF RESPONSIBILITY
Team Leadership & Capability Development
• Lead and manage the
telesales team to ensure efficient lead scanning, qualification.
• Plan workforce capacity, scheduling, and resource allocation based on business demand and campaign requirements.
• Partner with HR on recruitment, onboarding, training, and development of telesales resources.
• Establish team goals, service standards, and performance expectations.
• Coach team members through regular call reviews, feedback, and capability development.
Lead Qualification & Customer Engagement
• Own and optimise lead scanning and qualification processes across all lead sources.
• Ensure customer needs are effectively identified and opportunities are accurately classified for follow-up actions.
• Define qualification criteria and lead-routing logic to improve opportunity management efficiency.
• Develop engagement approaches for appointment setting, follow-up, and customer reactivation where applicable.
Performance Monitoring & Business
• Develop and maintain reporting dashboards for lead quality and team performance.
• Track KPIs including lead qualification rate, appointment conversion, hotline responsiveness, CRM compliance, and opportunity creation.
• Analyse operational trends and recommend improvements to increase efficiency and customer experience.
• Provide regular performance updates and actionable insights to leadership.
POSITION SPECIFICATIONS
COMPETENCIES (knowledge, skills, and abilities)
• Bachelor's degree in Business Administration or equivalent.
• Excellent English and Vietnamese verbal and written communication skills.
• Minimum 5 year of experience managing a telesales or inside sales team (10+ members preferred).
• Experience in the education, fintech, banking, insurance, or healthcare industries is a plus.
• Strong leadership, people management, and coaching skills.
• Excellent communication and problem-solving abilities.
• Target-driven, proactive, and enthusiastic about customer engagement.
• Proficient in CRM tools and Microsoft Office/Google Workspace.
• Honest, adaptable, and highly responsible - suitable for a dynamic, fast-paced, startup-like environment.
COMPETENCIES (behavioural)
Essential
• Leadership & Team Management - Proven ability to supervise, motivate, and develop a telesales team to achieve performance targets.
• Communication Skills - Excellent verbal and written communication skills; able to engage confidently and professionally with customers and team members.
• Customer Orientation - Strong customer focus with the ability to understand needs and provide appropriate solutions.
• Sales & Negotiation Skills - Demonstrated ability to persuade and influence potential customers, maximizing conversion opportunities.
• Analytical Thinking - Skilled in analyzing telesales data, KPIs, and lead quality to identify trends and propose improvements.
• Planning & Organization - Ability to manage multiple priorities, set clear goals, and ensure timely completion of team deliverables.
• Problem Solving & Decision Making - Proactive in identifying challenges and implementing effective solutions under pressure.
• Accountability & Results Orientation - Committed to meeting and exceeding sales and operational targets.
• Adaptability - Comfortable working in a dynamic, fast-paced environment with frequent changes.
• Proficiency - Proficient in using CRM systems and productivity tools (Microsoft Office or Google Workspace).
Desirable
• Coaching & Mentoring - Experience in training and developing tele
sales staff or interns.
• Process Improvement - Ability to design and optimize telesales scripts, workflows, and customer engagement strategies.
• Market Insight - Understanding of the education industry, customer behavior, and competitive landscape.
• Driven Mindset - Experience in using data analytics to drive decisions and improve sales efficiency.
• Innovation & Initiative - Willingness to propose new ideas and pilot creative approaches to telesales and customer retention.
• Emotional Intelligence - Ability to manage interpersonal relationships with empathy and professionalism.
• Project Management - Experience coordinating cross-functional projects (e.g., ICT, Marketing, Admissions).
