Telemarketing Manager

Job Description

Country Sales Function
• Ensure Telemarketing Executives (Customer Onboarding Executives) provide the targeted number of Prospects in order for field sales and telesales to achieve acquisition targets.

Telemarketing Team
• Global Sales Process: Ensure the GSP programme are well understood and implemented across the Telemarketing department.
• Suspect and Prospect Plan: Ensure plan is in place for number of Suspects and Prospects required to meet Field sales and Telesales acquisition targets.

This includes agreement with Marketing for delivery of externally sourced leads.
• Recording of Leads: Ensure Telemarketing Executives (Customer Onboarding Executives) record all Suspects and Prospects in the Sales Pipeline in order to perform accurate analysis of conversion rates etc.
• Productivity: Ensure all regionally determined call targets are met by the Telemarketing Executives (Customer Onboarding Executives).
• Management of Multi Channel customers: Ensure all Multi Channel customers (Account and Cash customers) are managed through the Telemarketing team to effectively develop and identify customers with potential for allocation to Telesales or Field sales.

Country Office (Other Functions)
• Design sales and implement marketing campaigns that meet the shipping needs of Multi Channel customers.

This involves working closely with the Country Marketing team to agree delivery of campaign plan.

•  Develop a high performance service culture within the functional department.

Plan, organise and direct an efficient and effective functional department.
•  Develop IKOs/KPIs with team members and monitor individual performance.
•  Conduct performance appraisal: Conduct monthly performance reviews with the staff in order to monitor and appraise on productivity and achievement of Suspect and Prospect targets.
•  Perform Coaching and follow up sessions with all members of the Telemarketing team to monitor development of skills and to identify further areas for training and development.

Ensure there is a monthly action planned defined for each Telemarketing Executive (Customer Onboarding Executive) based on areas identified in Skills Gap checklist.
•  Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
•  Identify training needs and opportunities to develop a highly skilled functional department.
 

Job Requirements

• Educational Qualifications: Degree in Business or equivalent preferred. 
• 3 years or more experience in a sales management function in a service industry preferred. 
•  Possess excellent communication and written skills.
• Analytical, team player with initiative and resourcefulness.
• Strong relationship builder with emphatic personality.
• Proficient in MS Office (Word, Excel, PowerPoint, etc.).