Head of Telesales

1. Job Purpose:
- Managing the daily operation of the call center to meet sales KPI target and in line with the Company's objectives and strategies;
- Managing teams of Sales and Sales support to meet target and quality.
2. Duties/Responsibilities:
- Create procedures/policies for the sales team to ensure target achievement;
- Setting KPIs for team to reach the targets;
- Create appropriate call scripts/sales promotions to attract customers for selling;
- Analyzing sales data to improve processes and ensure resources are properly allocated, maximize efficiency and customer satisfaction;
- Monitoring random calls to improve quality, minimize errors, and track operation performance;
- Ensuring all relevant communications and data are updated and recorded;
- Reviewing the performance of staff, identifying coaching needs and planning coaching sessions;
- Handling the most complex customer complaints or inquiries;
- Supporting subordinates to solve difficult issues and giving suitable direction;
- Proposing staff changes in assigned areas, including the hiring, promotion, demotion, vacations, leaves of absence, and release of staff;
- Evaluating staff on KPIs;
- Preparing reports on sales daily;
- Motivating and retaining staff;
- Lead, management, and capacity management to meet KPI's target