Telemarketing Supervisor

Job Descriptions:

We are looking for an adaptive Telemarketing Supervisor to be a part of our team. You will be responsible for recruiting, training, and overseeing the performance of Telemarketing Agent. Besides, you should also be able to assist with the development and implementation of effective funnel performance strategies.  

Responsibilites:

1. Leadership & Team Management 

• Lead, manage, and mentor a team of TMK to achieve individual and team KPIs. 
• Conduct daily check-ins, weekly 1:1 meetings, and performance evaluations to ensure alignment and drive improvement. 
• Provide training, coaching, and guidance to develop the skills and capabilities of team members.
• Review each team member’s performance to identify opportunities for growth and improvement (call, WA quality, script, etc) 
• Address team issues and provide support.  
• Handle performance improvement initiatives when necessary, ensuring team members meet 95-120% of their targets consistently. 
• Ensure the accuracy and quality day-to day and results of TMK member  

2. Strategy Development & Execution 

• Develop and implement effective performance objectives; time, tools, skills, and flow 
• Collaborate with marketing and sales teams to align funnel process efficiently with overall business strategies and healthy COA. 
• Regularly analyze metrics and KPIs, preparing insights and actionable reports for senior management. 
• Stay updated on market trends, competitor activities, and new lead generation / process technologies to drive innovation.

3. Cross-Departmental Collaboration 

• Collaborate closely with the marketing and sales team to facilitate seamless handovers of qualified lead , appointment, and shows. 
• Customer Relationship Management 
• Build and maintain long-term customer relationships.  
• Address customer inquiries and complaints.  
• Ensure customer satisfaction.  

Minimum Qualifications:

• Bachelor’s degree in marketing, Business Management, or a related field  
• At least 3+ years of work experience as a Telemarketing Manager/ Supervisor/ Lead Telesales Manager , or a similar role in the Tele/Sales department  
• Familiarity with the latest industry trends and developments  
• 5 days a week job, Willing to work on shift with Saturday/ Sunday working day. 
• Excellent verbal and written communication & presentation skills. 
• Strong leadership, motivation, and coaching abilities. 
• Understanding of sales processes and techniques. 
• Ability to analyze data and identify trends. 
• Ability to address challenges and find solutions. 
• Ability to manage time and prioritize tasks effectively. 
• Ability to handle customer inquiries and complaints professionally. 
• Familiarity with Microsoft Office tools, CRM, and other Telemarketing support tools 
• Understanding of the industry and target market.