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Telesales and Telemarketing Manager

cap LP & Associates' client

location Ho Chi Minh City

post time Posted 9 months ago

Role title: Telesales and Telemarketing Manager

Overall Role Purpose: Meet sales KPIs for the Telesales and Telemarketing department through management of skills and efforts of the Telesales and Telemarketing team. Responsible for providing qualified leads to Field Sales and Telesales in order for sales team to achieve country acquisition targets.

Reports to: Sales Manager Direct Sales

Accountabilities

 

Key activities

Overall goals / Typical measures

Customer

- External

 

 

 

- Internal

Customer

Assist in developing profitable proposal to suit with customer needs

Demonstrate in advisory capacity to manage and deliver customer-focused service offerings

Support telesales to tackles customer’s problems, complains and requests

Support multi channel customer’s service request and other countries enquiries

Prepare request for quotations (RFQ) for oversea counterparts

Develop proposals for performance improvement work based on customers‟ needs

Operate as a lead consultant to manage and deliver customer-focused service offerings

Provide support and consultation to both Telesales and Telemarketer in managing daily operation

Manage direct customer by regular telephone

 

Direct Sales Manager

Undertake any projects/duties as assigned by the Direct Sales Manager.

 

Performance verses AOP

Calls per day per FTE

Customer conversion from prospect to shipper

Stakeholder

- External

 

 

 

- Internal

 

Research Organizations

Assist Marketing Department to select, build and maintain strong vendor-client relationship in lead sources

Country Sales Function

Collaborate with Relationship sales for country

revenue

Ensure Telemarketing Executives provide the targeted number of Prospects in order for Field sales and Telesales to achieve acquisition targets

Telemarketing Team

Global Sales Process: To ensure the GSP program are well understood and implemented across the Telemarketing department

Suspect and Prospect plan: Ensure plan is in place for number of Suspects and Prospects required to meet Field sales and Telesales acquisition targets. This includes agreement with Marketing for delivery of externally sourced leads.

Recording of leads: Ensure Telemarketing Executives record all suspects and Prospects in the Sales Pipeline in order to perform accurate analysis of conversion rates etc.

Productivity: Ensure all regionally determined call targets are met by the Telemarketing Executives

Management of Multi Channel customers: Ensure all Multi Channel customers (Account and Cash customers) are managed through the Telemarketing team to effectively develop and identify customers with potential for allocation to Telesales or Field sales

Plan, organize and lead an efficient and effective team to attain sales targets

Country Office (other departments)

Coordinate with marketing department to ensure an effective DM program is launched as per schedule

Coordinate with CS, Operations and other sales

segment to ensure service commitment in place

Design sales and implement marketing campaigns that meet the shipping needs of Multi Channel customers. This involves working closely with the Country Marketing team to agree delivery of campaign plan.

 

 

Quality of campaigns and revenue generated

 

Sales lead generation

 

Team activities and skill checklists

Process

Telesales Team Leadership

Sales targets: Plan, organize and lead an efficient and effective Telesales team to achieve sales targets. Implement appropriate sales initiatives in

order to ensure achievement of sales targets

Acquisition and Development activity: To ensure

Telesales Executives utilize the Sales Pipeline for management of all Prospects ensuring that business from new and existing customers is actioned and successfully negotiated.

Productivity: Ensure all regionally determined call targets are met by the Telesales Executives and that all Telesales territories utilize the monthly SSI Pre

Call Plan tool as call cycle to manage existing

customers

Sales Deployment

Efficiency: Increase selling time through reducing/ minimizing “time stealers”, i.e. inbound service calls, and ensuring selling time is correctly allocated between acquisition, maintenance and development calls.

Global Sales Process: To ensure all aspects of the GSP program are well understood and

implemented across the Telesales department and that the regional objectives of both sales force effectiveness and efficiency improvement are achieved

Efficiency Management

Efficiency: Increase time on the phone qualifying leads through reducing/minimizing “time stealers”, i.e. inbound service calls.

Information Management

Ensure that all pertinent information of each Suspect, Prospect and Multi Channel customer e.g. corporate details, contact persons, activity codes, etc. is being updated promptly and accurately into sales automation system

Automation

Ensure that all activities are updated accurately in Sales automation system, e.g. sales activity codes, customer contact details, PCP upload to Auto Dial system, etc.

Telemarketing Team Management

Manage and communicate with Multi Channel Customer through Direct Marketing team to ensure effective development or/and new business acquisition

Ensure providing effective use of M-DB within the related functions

 

C-View Quality

 

Gross and Net Margins

 

AOP target attainment

 

New Business Revenue

 

Customer Brick

 

Wall Process

 

Team call cycles per guidelines

 

Calls per day

 

Outbound/inbound

 

ACR on Hotline

 

C-View Accuracy

People - Management

Develop a high performance service culture within the functional department.

Plan, organize and direct an efficient and effective functional department.

Develop IKOs/KPIs with team members and monitor individual performance.

Conduct performance appraisal: define training & development plans for all members of the sales team and ensure targets are achieved through regular assessment of their skills.

Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.

Identify training needs and opportunities to develop a highly skilled functional department.

Employee satisfaction.

 

Unplanned staff turnover.

 

Employee development.

 

Succession planning.

 

Employee accountability and performance.

 

Skills / Qualifications

Skills

Communication skills, spoken and written (excellent)

Analytical skills

Competences

Competency segment „Business‟

Customer Orientation: Is focused on identifying and understanding each customer‟s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Competency segment „Leadership‟

Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve company's capability to achieve the strategic vision.

Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment „Personal‟

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience

 5 years sales management experience in a service-related industry

2 years experience in managing a Call Centre

3 years experience in a sales function.

Experience in managing a sales force

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company detail


Over 500


Logistics / Freight Forwarding / Courier Services


Sales/Marketing


Full Time


Ho Chi Minh City


English


Manager


Vietnamese, English


144 Phung Van Cung Str., Ward 4, Phu Nhuan Dist., HCMC.


Ms. Lan Phuong


Tel: (+8428) 22532930 , Ext : 605


phuong.lan.nguyen@natopjobs.com.vn recruitment@natopjobs.com.vn lanphuong@lp-a.com.vn nhuthuyen@lp-a.com.vn