Telesales Strategy and Process Manager

KEY RESPONSIBILITIES
1. STRATEGY:
- Based on data & trends, propose business improvement plan to develop sales results with strategic action plan.
- Be a partner of CRM team and propose strategies for high segment of outbound, inbound for high-middle-low performers.
- Manage the sales process for a company's products or services, including identifying opportunities, can work with QA & Training to find best way to close the deals
- Performance management: monitor a benchmark for main KPI based on sales funnel for closer monitor (scoring, application %, conversion %, productivity...) to keep track of individual & team performance.
- Manage dialing campaigns, parameters, call treatments, call lists, agent groups, agents, skills and coordinate with GENESYS/IT team, drive the performance and business result to assure business is running well with all KPIs met.
- Developing new sales opportunities by identifying potential segments through life cycle of customers.
2. PROCESS:
- Analyze the efficiency and costs of existing business processes to identify areas for TLS improvement.
- Oversee the implementation of new business processes: Voicebot, e-KYC for each product line, GMA, one-screen solution, chatbot to reduce handling time of agents, optimize sales efficiency, skill-based route, PAP owner, and other initiatives...
- Conduct ongoing analysis of processes in line with company/ departmental regulations. Update process and procedure policies, up to date with the latest technology and improvement strategies.
- Responsible for process update, admin support; manage hot-contest vouchers to deliver to best sellers/ top performers of the day/week/month.
- Monitor and manage TLS process and provide insight to improve and optimize handling time which sales agent will not do anything to breach the rules, no violations during sales conversation with customers.
- Work closely with Call Center Manager and Quality & Training Manager to support sales force improve the conversion rate and increase call quality.
- Generate test case/ test scenario for UAT relating to TLS process (for pilot period)
- Evaluate process on period and propose idea for improvement
- Other tasks upon requests
COMPENSATIONS & BENEFITS
- 13th Salary Fixed and KPI Bonus
- AON Health Care for personal & 3 family dependents
- 24/7 Accidental Insurance and Yearly Medical Checkup
- 100% Social Insurance and 18 Annual Leaves
- Meal + Phone Allowance
- Providing customized training courses according to business needs and upon your request
- Professional and Transparent Working Environment with latest Financial Technology in the World.