CRM Telesales Manager

1 day ago

Jakarta, Jakarta, Indonesia Home Credit Indonesia Full time

Responsibilities:

  • Manage and lead team of Inbound, Outbound, Support and Invoice control, planning and ensuring the productivity and team performance is meet the target.
  • Maintain service levels and KPIs for all processes in Telesales, find and resolve the issue that delay service levels and KPIs to improve future performance.
  • Monitor daily / weekly and ad-hoc reports to ensure the accuracy and punctuality of report submission.
  • Analyze the business process in Telesales and propose solution for improvements in Telesales product and process.
  • Support Head of Telesales in implementation Telesales strategy and monitor it in daily basis to ensure every process is running properly.
  • Monitor, coach and manage team's performance by setting clear objectives and develop them so that they can fulfill their target and support their team target.
  • Define KPI, assess performance and provide timely relevant feedback to support their subordinates to achieve target.
  • Identify talent and provide inputs for team's training and development programs to ensure every team member have the skill needed to excel at their job.
  • Act as a role model for staff by consistently demonstrating core values and behaviors.

Requirements:

  • Candidate must possess at least a Bachelor's Degree, Economic , Marketing or equivalent.
  • At least 5 year(s) of working experience in the related position is required for this position; in consumer finance environment/Insurance/Banking Industry.
  • Experience in handling big Telesales team; provide coaching, direction, asses and evaluate team members performance focusing on sales skills.
  • Advanced English communication skills
  • Good knowledge for quality control implementation.
  • Experience with setting Service levels, KPIs and thresholds.
  • Good knowledge of MS Office : Excel, Power point.
  • Strong interpersonal skills in order to work in a diverse, dynamic and fast-paced environment.

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