Contact Center/ Telesales, Supervisor

Job Purpose
Lead and coach a team of Telesales Agents responsible for managing and enhancing retailer relationships via outbound and inbound calls. Act as a bridge between telesales, sales representatives (SRs), and distributors to drive outlet engagement, improve order frequency, and elevate customer satisfaction. Ensure the team executes daily call plans effectively and delivers on key sales and service KPIs.
Key Responsibilities
Team Leadership & Performance Management
- Conduct regular coaching, performance feedback, and skill training sessions.
- Ensure agent adherence to scripts, SOPs, and compliance standards.
- Supervise and monitor daily performance of Telesales Agents (5–15 FTEs).
- Review call quality, sales productivity, and customer engagement metrics.
Customer Relationship Deepening
- Track and improve customer retention, reactivation, and order consistency.
- Drive meaningful retailer engagement through structured outbound calls (e.g., order reminders, cross- selling, satisfaction check- ins).
- Oversee customer segmentation and tailor engagement tactics per outlet tier (e.g., platinum, gold, silver).
Cross- functional Collaboration
- Support new campaign rollouts and promotions in coordination with the field sales team.
- Flag customer complaints, sales issues, or supply gaps to the right stakeholders and follow up for resolution.
- Act as contact point between telesales, Sales Reps (SRs), and Distributors.
Reporting & Process Optimization
- Analyze daily/weekly performance dashboards and call reports.
- Recommend improvements to calling strategy, lead prioritization, or talk tracks.
- Lead or support projects to digitalize and automate telesales processes (e.g., CRM usage, call logging).

Private health insurance for employee and dependents
KPI Bonus
18 days of annual leave

Cập nhật gần nhất lúc: 2025-10-23 03:50:02