Senior Officer, Call Center

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 3 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 telesales 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).