Call Centre Manager

**About Us**

We are a forward-thinking property development company committed to creating exceptional residential and commercial spaces. Our portfolio includes innovative real estate projects that shape the future of urban living and working environments.

**Position Overview**

**Key Responsibilities**
- Lead and manage a team of sales representatives, providing coaching, training, and performance management
- Design and implement comprehensive training programs for new and existing staff
- Develop and implement strategies to maximize lead-to-appointment conversion rates
- Create and optimize follow-up call strategies to minimize lead wastage
- Establish systematic lead nurturing processes for different prospect categories
- Monitor and optimize call center KPIs including response times, conversion rates, and appointment show rates
- Oversee the effective use and management of CRM software to track leads and sales pipeline
- Create and maintain standardized scripts and call handling procedures
- Generate regular performance reports and analyze data to identify trends and opportunities
- Collaborate with marketing teams to optimize lead quality and campaign effectiveness

**Lead Management & Follow-up Strategy**:

- Design and implement effective lead scoring systems
- Create targeted follow-up schedules based on lead quality and engagement level
- Develop automated and manual follow-up processes to maximize contact rates
- Implement lead recycling strategies for unopened opportunities
- Monitor and reduce lead response times to improve conversion rates
- Create specialized handling procedures for cold, warm, and hot leads
- Establish lead nurturing campaigns for long-term prospects
- Implement lead revival strategies for dormant databases
- Monitor and reduce lead leakage points in the sales pipeline

**Training & Development Responsibilities**:

- Design and deliver structured onboarding programs for new hires
- Create and maintain training materials and resources
- Conduct regular skills assessments and identify training needs
- Implement role-playing exercises and practical training scenarios
- Mentor team leaders and supervisors in coaching techniques
- Organize regular refresher training sessions on product updates and sales strategies
- Track and measure training effectiveness through performance metrics
- Create personalized development plans for team members

**Professional Development & Industry Knowledge**:

- Attend minimum of 3 industry seminars/conferences annually focused on call centre management
- Complete quarterly technology update training on latest CRM trends and tools
- Maintain relevant professional certifications
- Research and recommend new technologies to improve call centre efficiency
- Share and implement learned best practices from industry events
- Present quarterly innovation reports to management
- Conduct monthly team knowledge-sharing sessions
- Stay certified in latest CRM tools and technologies
- Participate in industry webinars and online learning programs

**Required Qualifications**
- Proven track record of high viewing-to-bookings ratios
- Demonstrated experience in designing and delivering successful training programs
- Strong experience with CRM software management and optimization
- Proven success in implementing effective follow-up strategies
- Excellence in data analysis and performance tracking
- Bachelor's degree in Business, Sales, or related field (or equivalent experience)
- Commitment to continuous professional development
- Active membership in relevant professional associations

**Preferred Qualifications**
- Able to read and write in Chinese, English, and Bahasa Melayu
- Experience with luxury or high-end ticket-item tele-sales service
- Strong background in property market analysis
- Demonstrated success in luxury or premium property sector
- Knowledge of property development process and industry regulations
- Excellent interpersonal and stakeholder management skills

**Skills & Competencies**
- Strong leadership and team management abilities
- Advanced knowledge of CRM systems and sales technology
- Excellent training and coaching abilities
- Expert in lead nurturing and follow-up strategies
- Strong presentation and facilitation skills
- Excellent analytical and problem-solving skills
- Strong verbal and written communication skills
- Ability to evaluate and implement new technologies
- Change management skills

**Benefits & Perks**
- Competitive salary package
- Performance bonus
- Professional development opportunities (AI and Career Training)
- Property purchase discounts

**Location**

Kuala Lumpur and Petaling Jaya

**Employment Type**

**KPI (To Assess During Interview Process)**:

- Follow-up conversion rates at each stage of the sales pipeline
- Lead wastage reduction metrics
- Average lead response time
- Lead revival success rates
- Training program effectiveness and ROI
- Staff development and progression metrics
- Monthly appointment gene