1. Team Leadership & Management
- Recruit, train, manage, and evaluate the performance of the
telesales team.
- Assign tasks, supervise daily operations, and monitor KPIs to ensure team and individual targets achieve targets.
2. Sales Strategy & Campaigns
- Analyze and expand the customer data source; develop appropriate customer care strategies.
- Create and adjust
telesales scripts tailored to different customer segments and campaigns (new products, promotions, reactivation).
- Collaborate with Marketing to optimize conversion rates and grow the customer base.
3. Performance Monitoring & Reporting
- Ensure sales and business targets are achieved according to plan.
- Monitor, analyze, and report on sales results, conversion rates, and customer behaviors.
- Propose process improvements to enhance work efficiency and sales productivity.
4. Data Analysis & Process Optimization
- Analyze call effectiveness, customer feedback, and market trends to optimize operations.
- Develop performance metrics such as CSAT, NPS, and conversion rates.
5. Communication & Conflict Resolution
- Ensure effective communication within the team and with customers.
- Handle complaints, conflicts, and negative feedback promptly and professionally.
6. Tools & Technology Proficiency
- Proficient in using CRM systems and telesales support tools (auto-dialer, email/SMS automation).
- Optimize workflows from customer management to closing sales.
• Bachelor's degree or higher in Business Administration, Sales, Marketing, or related fields.
• Minimum 3 years of experience in managing a Telesales team.
• Background in healthcare, insurance, education, or service industries is highly preferred.
• Long-term commitment and career interest in sales and customer service in the healthcare sector.
• Good command of English
• Result-Oriented Thinking
• Customer-Centric Mindset
• Leadership
• Ownership & Accountability
• Excellent communication, persuasion, and telesales closing skills.
• Strong coaching and team leadership abilities.
• Proficient in Excel and CRM tools.
• Analytical skills for performance tracking and improvement.
• Healthcare, clinic or service industry experience is an advantage.