Telemarketing Assistant Manager

Job description

Overall responsible for overall campaign operations assigned such as TARP Billed, Response Rate, AARP, Lead Usage, Capacity Planning and productivity management To support and enable team member (Approx 5-6 Supervisors) in sales delivery and daily operation to achieve target productivity rate, quality assurance

• To provide on-the-job technical and soft skill support so as to ensure team members are competent and effective in operations
• To ensure all team members understand and comply with the company ’s policies and customer’s expectations (QC , Script)
• To ensure that team members are familiar with product knowledge and program specifications
• To develop Supervisor’s management & leadership skills

Reporting & Monitoring

• To ensure weekly and monthly tracking reports and other sales and revenue figures are updated and accurate
• To closely monitor productivity rate and to proactively respond with action items to improve results.
• To review goal for each team based on daily, weekly and monthly management reports and intiate plans to improve results
• To monitor lead management and rostering of staff in an effective and fair manner including attendance / maintain low staff turnover rate.
• To monitor attendance and maintain low staff turnover rate
• To manage TM cost through billable hour method
• To prepare Monthly Report (Sales Performance, Call Leads, Telemarketing Activities, Monthly summary report for campaign activities) Proactive feedback / enquiries from team member
• To proactively seek feedback to facilitate improvements in sales, service, operations efficiency and customer satisfaction
• To handle and resolve enquiries escalated from team members as necessary Any other duties as assigned

Qualifications

Bachelor ’s degree in any field related Experience in managing sales team for 2-4 years Knowledge required: MS-Off i ce and call center management tools Competencies required: excellent sales and problem solving skills and good leadership & people management skills