- To manage the team of Telesales Agents and ensure that all telesales activities are directed to meeting sales targets.
- To develop and implement telesales strategies and objectives as well as set challenging sales target and ensure that these targets are achieved.
- To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as human resources.
- Responsible for delivery by the team of sales leads targets.
- To ensure that number of unqualified leads are below 3%
- Ensure efficient execution of projects, which entails holding short-term workshops for setting goals, game plans, identify dominant buying motives.
- Building value propositions around dominant buying motives, examine obstacles, review sales approach / tactics used and identify winning strategies.
- Liaise with Sales Approach Development Manager & CKBM for calling programs and adequate lists.
- Schedule projects to generate sales leads and accurately plan for capacity to enable consistent sales conversion level.
- Generate competitive knowledge and create benchmark standards for the team.
- Measure and improve cost efficiency of Telesales by optimal utilization of resources.
- Plan and recommend technology support and requirements to increase automation, streamline processes and improve productivity of the Telesales agents.
- Design performance measurement metrics, evaluate and action.
- Call monitoring, coaching and feedback of Telesales agents.
- Develop and conduct quizzes to evaluate product knowledge, assess results and flow with coaching and counseling.
- Select, recruit, train, certify and deploy Telesales Agents.
- Design scripts for effective product presentation for different products in related different campaigns.
- Ensuring smooth operations of job flows by having adequate lists, sufficient staff and assigning exact jobs.
- Continually revise ideas, approaches in response to different calling lists and understanding prioritizing the incoming jobs.
- Responsible for making decisions on telesales strategy, processes and training requirements for team members.
- Conducting appraisal performance / MBO reviews for the team.
- Position quota decisions on lead generation and adjustments to accommodate employee illness, vacation and holidays.
- Required to make decisions on work shifts, break scheduling and leave applications.
- Required to make decisions on any matters relating to improving leads generation and customer satisfaction.