Head of Telesales
Home Credit Indonesia
Ubicación de trabajo
Jakarta
Estado de Empleo
Tiempo completo
Detalles de la oferta de trabajo
The Head of Telesales at Home Credit Indonesia will be responsible for leading the Telesales channel to achieve critical business objectives, including sales growth, customer retention, satisfaction, and operational efficiency. This role focuses on driving improvement initiatives, fostering employee development and engagement, and delivering value to both internal and external stakeholders.
As a strategic leader, you will oversee the overall strategy, process enhancements, and performance of the Telesales team, ensuring the consistent implementation of best practices and fostering collaboration with other departments to create a seamless, high-performing operation.
Key Responsibilities
• Define and execute Telesales strategies to meet or exceed sales targets in terms of volume and quality, among others but not limited to people, product, campaign, performance management, bonus scheme, etc.
• Monitor performance metrics and provide guidance to ensure team members consistently meet their individual and team KPIs, including but not limited people performance on hourly, quarterly, and yearly basis, as well as metrics related to contact rate, call performance, and lifecycle campaign effectiveness.
• Identify and implement process improvements to enhance operational efficiency, ensuring the Telesales channel operates cost-effectively while maintaining optimal performance, including leading key projects aimed at improving operational systems, workflows, and channel infrastructure.
• Develop and implement quality improvement initiatives that drive enhanced customer satisfaction and retention.
• Lead, mentor, and inspire the Telesales team, promoting a high-performance culture across the organization and set clear performance goals, provide ongoing coaching, and facilitate professional growth opportunities for team members to boost employee morale and reduce attrition.
• Actively participate in strategic planning sessions and provide insights into market trends, consumer behavior, and competitive positioning to inform the broader sales strategy.
Qualifications
• A minimum of 8 years of leadership experience in sales, with a solid background in Telesales or a similar role focused on strategy and operations.
• Proven track record of defining and executing successful Telesales strategies that meet or exceed sales targets, including experience in managing people, products, campaigns, and performance metrics.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.
• Demonstrated ability to implement process improvements to enhance operational efficiency and effectiveness.
• Strong knowledge of performance metrics and key performance indicators (KPIs) related to sales, customer engagement, contact rates, call performance, and campaign lifecycle management.
• Proven ability to lead, mentor, and inspire a high-performance team, with a focus on promoting a positive work culture, professional growth, and employee retention.
• Ability to identify new growth opportunities within the Telesales channel and propose effective strategies to capitalize on them.
• Excellent communication skills, with the ability to foster collaboration across departments to ensure seamless operations and alignment with broader business goals.
Why Join Us?
• Be a key driver in shaping the future of Telesales at one of the leading financial services companies in Indonesia.
• Opportunity to lead a dynamic, high-performing team and implement cutting-edge sales strategies.
• Work in a collaborative environment with cross-functional teams to drive impactful business results
