Telesales Supervisor

The Supervisor leads daily inbound telesales operations, ensuring efficient call handling and driving sales performance. Responsibilities include managing team targets, optimizing workflows, and enhancing customer engagement to meet company goals.

Key Responsibilities:

· Strategically direct the inbound telesales team to consistently achieve and surpass sales targets, fostering a results-driven and commercially focused environment.

· Manage real-time monitoring of call queues and service levels to ensure optimal customer experience and operational efficiency.

· Alocate tasks and campaigns effectively, aligning workforce capacity with business objectives and skill sets to maximize productivity and revenue generation.

· Analyze key performance metrics to identify trends, gaps, and opportunities for process enhancement.

· Implement targeted coaching initiatives and performance improvement plans to elevate agent capabilities and ensure adherence to quality standards.

· Collaborate closely with quality assurance teams to streamline workflows, drive continuous process improvements, and uphold high service standards.

· Facilitate regular performance reviews, providing guidance and actionable feedback to motivate and develop talent within the team.

· Drive the review, update, and enforcement of standard operating procedures to align with evolving organizational goals and compliance requirements.

· Promote cross-functional collaboration to enrich the customer journey and support organizational initiatives beyond core responsibilities.

· Deliver comprehensive performance analysis and insights through detailed reporting to senior management, enabling data-driven decision-making

Requirements:

· 2-3 years in telesales/contact center, 1+ year in a supervisory role.

· Strong leadership and motivational skills.

· Experience with call systems and auto-dialers.

· Excellent communication and problem-solving abilities.

· Proficient in workforce scheduling and KPI monitoring.

· Detail-oriented with a focus on quality and improvement.

· Adaptable and proactive in a fast-paced environment.

· Proficiency in English is mandatory.

What we offer

• Transport allowance
• Comprehensive training provided
• Clear career advancement opportunities
• Supportive and positive working environment
• Monthly employee engagement activities

Working Hours:
Monday - Friday (9am - 6pm)

Work Location:
Bangsar South, Kuala Lumpur ( near to LRT station)