Position Title
AVP, Outsource Manager
Location
Wisma Ali Bawal,Petaling Jaya
Date Posted
Wednesday, July 25, 2012
Application Deadline
Friday, August 24, 2012

Responsibilities

RESPONSIBILITIES


  • Achieve monthly and yearly sales and SOP target by working closely with outsource BPO sales team with minimum 300 telemarketing officers, 22 Team Leaders and 4 Managers
  • Establish excellent customer data protection processes with outsource business partners.
  • Establish good business processes with outsource service provider and ensure relevant parties are aware and adhere to all business processes.
  • Conduct external business audit on quarterly basis and prepare audit report.
  • Establish effective customer complaint management and resolved customer’s complaint within agreed TAT by working closely with outsource and in-house QA team
  • Monthly business review with external parties/outsource
  • Review outsource contract timely and work with Procurement on telesales service provision tendering exercise.
  • To work with segment and marketing team in strategizing new promotional activities on related products and services for outsource campaign.
  • To work with outsource BPO on hiring and retention strategy
  • Design outsource commission plan from time to time
  • Design & implement sales challenge from time to time to improve sales performance
  • Ensure monthly database deliver on time to outsource.
  • Work closely with outsource operation team on daily/weekly/monthly operational strategy
  • Conduct call calibration or call audit with outsource telesales and QA team as and when is needed to ensure standardization of quality measurement.
  • Ensure targeted CAC met
  • Act as contact point to communicate on any promotional plan, new product, new channel or services. Liaise with IT on all system related matter/project, Finance on outsource invoice payment and Legal on contract,
  • Conduct TTT training on new products or services.

Requirements

REQUIREMENTS

  • Candidate must possess a degree with at least 8 years experience or professional qualification in any discipline or equivalent.
  • Minimum 5 years experience in managing outbound telemarketing call centre with 3 years of managerial position.
  • Experience in leading and managing a team of minimum 50 telemarketing officers.
  • Sales and results oriented with a determination to achieve target set by the management.
  • Experience in project management involving call centre infrastructure set up will be added advantage.
  • Good client relationship management skill.
  • Articulate and strong communication skills in both written and spoken English & Bahasa Malaysia, ability to communicate in other languages will be an advantage.
  • Independent, self-motivated yet a team player who constantly demonstrates commitment to the delivery of quality results.
  • A strategic and critical thinker who is resourceful and able to provide solution to mitigate situations.
  • Good in presentation and MS Office.

Interested applicants are invited to apply online with latest updated CV.



Sorry, this position is closed for application.

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