Telesales Spv

Managing day-to-day operations in Customer Success, among others but not limited to capacity planning, compliance to schedule, and performance monitoring for all team members.
- Creating a strategy to achieve the monthly target by planning for a daily run rate through motivational activities (example: designing competition), team distribution, and other strategies.
- Managing Customer Success capacity to align with the target and cooperate with Department Manager and HR.
- Working with analysts to design reports better to understand on-field related situations, including sales performance, calling list eligibility, inactivity rate, and other factors, to make the data-centric decisions.
- Managing HR-related administrative to ensure Customer Success complies with the existing procedures in cooperation with the Training and field team.
- Monitoring calling activity throughout the day to ensure that it is working correctly, identify the possible issues and perform necessary escalation.
- Identify areas of improvement in people, processes, and technology to increase productivity and manage and cooperate with other teams or departments.
- Managing operational risks, fraud prevention, and complaints in the Customer Success channel in cooperation with the relevant department.
- Involving in the design to implement a new process, to understand that implementation is done correctly or to provide insight for the improvement of process, communication-based on operator or customer feedback to the product owner or PIC.

**Requirements**:

- Bachelor's degree in any major.
- Preferred have good proficiency in English, both spoken and written.
- Have 3+ years of experience as a leader in managing Telesales/Customer Service in fintech/banking/finance/insurance or related companies.
- Have experience leading a big team.
- Expert at technical MS. Office skills, high attention to detail, and accuracy.
- Strong communication (written and verbal) and presentation skills.
- Ability to read, interpret, and use data for decision-making.
- Strong leadership and project management skills.
- Ability to work with target.
- Willing to be place at East Java Branch - Surabaya

Ability to commute/relocate:

- Surabaya: Reliably commute or planning to relocate before starting work (required)