Telemarketing Assistant Manager

Overall responsibilities

• Overall responsible for overall campaign operations assigned such as TARP Billed, Response Rate, AARP, Lead Usage, Capacity Planning and productivity management

Team Support and Development

• To support and enable team member (Approx 5-6 Supervisors) in sales delivery and daily operation to achieve target productivity rate, quality assurance
• To provide on-the-job technical and soft skill support so as to ensure team members are competent and effective in operations
• To ensure all team members understand and comply with the company’s policies and customer’s expectations (QC , Script)
• To ensure that team members are familiar with product knowledge and program specifications
• To develop Supervisor’s management & leadership skills

Reporting & Monitoring

• To ensure weekly and monthly tracking reports and other sales and revenue figures are updated and accurate
• To closely monitor productivity rate and to proactively respond with action items to improve results.
• To review goal for each team based on daily, weekly and monthly management reports and intiate plans to improve results
• To monitor lead management and rostering of staff in an effective and fair manner including attendance / maintain low staff turnover rate.
• To monitor attendance and maintain low staff turnover rate
• To manage TM cost through billable hour method
• To prepare Monthly Report (Sales Performance, Call Leads, Telemarketing Activities, Monthly summary report for campaign activities)

Proactive feedback / enquiries

• To proactively seek feedback to facilitate improvements in sales, service, operations efficiency and customer satisfaction
• To handle and resolve enquiries escalated from team members as necessary

Other duties

• Any other duties as assigned