Telesales Strategy & Analysis Manager

1. Strategies

- Provide planning and forecast of data usage for each segment for days, week, months.

- Be a partner of CRM team to provide data analysis, show the call tasks' quality which contribute to sales or not.

- Analyze data efficiency and allocate high segment in high hours of days, high days of weeks.

- Propose strategies for high segment of outbound, inbound for high-middle-low performers. Define goals and KPIs for calling strategy in order to optimize productivity of operators.

- Manage dialling campaigns, parameters, call treatments, call lists, agent groups, agents, skills in Genesys, drive the performance and business result.

- Create real-time call traffic templates in CCPulse/Pulse such as campaign, dialler agents, call list penetration

- Maintain technical readiness for adoption of new technologies and improved business processes

- Sales Planning & Modeling - budgeting / headcount planning - owner of reports from TLS.

2. Analysis:

- Support business performance, procedures, regular internal/external reporting

- Collaborate with other departments to collect data/information to fulfill all needs

- Interpret data, analyze results using statistical techniques and propose solutions to improve sales performance

- Locate and define new process improvement opportunities, funnel optimization

- Bonus Scheme - matters related to New bonus set up/ calculation motivations etc / how to improve...

- Build a benchmark for main KPI based on sales funnel for closer monitor (scoring, application %, conversion %, productivity...) to keep track of individual & team performance.

- Review actual performance in compared with forecast, point out critical issues of sales operations & propose solutions to Head of Telesales.

- Other tasks upon requests.