Key Responsibilities

1. Sales Operation Management

• Develop and implement strategies and procedures to achieve sales targets and drive revenue growth.

• Monitor and analyze sales performance, providing regular insights and reports to senior management.

• Enhance customer experience through optimized operational workflows.

2. Strategic Projects & Compliance

• Lead projects aimed at improving telesales efficiency and performance.

• Collaborate with cross-functional teams to implement new technologies and processes.

• Ensure all operations remain in compliance with company policies and industry regulations.

3. Omni-Channel & Data Analytics

• Support seamless customer interactions across all channels (calls, chats, WhatsApp).

• Utilize data from various channels to inform sales strategies and improve engagement.

• Leverage data analysis to identify trends, forecast sales, and optimize performance metrics

4. Customer Relationship & Staff Development

• Map the end-to-end customer journey from onboarding to retention.

• Craft sales playbooks targeted for different customer segments at various touchpoints.

• Enhance frontline staff training on solution-based selling and objection handling.

• Participate in the setup of CRM systems to track the total customer journey.

5. Team Leadership & Collaboration

• Foster a culture of teamwork and cooperation across departments.

• Directly supervise a team of managers and non-managers, with oversight of approximately 150 indirect reports.

Requirements

1. Education & Experience

• Education: Bachelor’s degree in Business Administration, Marketing, Customer Service, or a relevant field.

• Experience: At least 12 years of strong background in telesales or contact center operations.

• Technical Knowledge: Familiarity with multichannel interaction management and workforce management.

2. Core Competencies

• Leadership: Proven ability to motivate and inspire high-performing teams under pressure.

• Communication: Excellent skills to effectively interact with stakeholders at all levels.

• Problem Solving: Strong ability to find effective solutions for complex operational challenges and customer issues.

• Strategic Planning: Ability to handle a planning timeframe of 1–3 years.

Please find more information here.