Contact Center/ Telesales, Supervisor

Open for candidate who have background in E-commerce, FMCG or service industry (insurance, finance...) with strong leadership skills (KPI, closely with team - cheating detect, performance management, etc.,)

Hand-on experience in direct communicate/solve problem together with Sales team/distributor & customer

Job Purpose

Lead and coach a team of Telesales Agents responsible for managing and enhancing retailer relationships via outbound and inbound calls. Act as a bridge between telesales, sales representatives (SRs), and distributors to drive outlet engagement, improve order frequency, and elevate customer satisfaction. Ensure the team executes daily call plans effectively and delivers on key sales and service KPIs.

Key Responsibilities

Team Leadership & Performance Management

- Supervise and monitor daily performance of Telesales Agents (5–15 FTEs).

- Review call quality, sales productivity, and customer engagement metrics.

- Conduct regular coaching, performance feedback, and skill training sessions.

- Ensure agent adherence to scripts, SOPs, and compliance standards.

Customer Relationship Deepening

- Drive meaningful retailer engagement through structured outbound calls (e.g., order reminders, cross-selling, satisfaction check-ins).

- Oversee customer segmentation and tailor engagement tactics per outlet tier (e.g., platinum, gold, silver).

- Track and improve customer retention, reactivation, and order consistency.

Cross-functional Collaboration

- Act as contact point between telesales, Sales Reps (SRs), and Distributors.

- Flag customer complaints, sales issues, or supply gaps to the right stakeholders and follow up for resolution.

- Support new campaign rollouts and promotions in coordination with the field sales team.

Reporting & Process Optimization

- Analyze daily/weekly performance dashboards and call reports.

- Recommend improvements to calling strategy, lead prioritization, or talk tracks.

- Lead or support projects to digitalize and automate telesales processes (e.g., CRM usage, call logging).

Qualifications & Requirements

- Bachelor’s Degree in Business, Marketing, or related field.

- 3–5 years of experience in telesales or customer engagement, with at least 1 year in a supervisory role at E-commerce, FMCG or service industry

- Strong leadership skills (KPI, closely with team - cheating detect, performance management, etc.,)

- Hand-on experience in direct communicate/solve problem together with Sales team/distributor & customer

- Proactive, Excellent communication, coaching, and problem-solving skills.

- Familiarity with CRM tools, reporting dashboards, and outbound call center software.

Key Success Metrics

- Agent productivity (calls/day, talk time, order conversion)

- Customer retention & satisfaction

- Call quality (QA scores)

- Distributor/SR feedback score

- Sales contribution from telesales channels