Telesales Manager – Trưởng Phòng Kinh Doanh

1. Job Purpose:

– Managing the daily operation of the call center to meet sales KPI targets and be in line with the Company’s objectives and strategies;

– Managing teams of Sales and Sales support to meet targets and quality.

2. Duties/Responsibilities:

– Create procedures/policies for the sales team to ensure target achievement;

– Setting KPIs for the team to reach the targets;

– Create appropriate call scripts/sales promotions to attract customers for selling;

– Analyzing sales data to improve processes and ensure resources are properly allocated, maximize efficiency and customer satisfaction;

– Monitoring random calls to improve quality, minimize errors, and track operational performance;

– Ensuring all relevant communications and data are updated and recorded;

– Reviewing the performance of staff, identifying coaching needs, and planning coaching sessions;

– Handling the most complex customer complaints or inquiries;

– Supporting subordinates to solve difficult issues and giving suitable direction;

– Proposing staff changes in assigned areas, including hiring, promotion, demotion, vacations, leaves of absence, and release of staff;

– Evaluating staff on KPIs;