Key Responsibilities
1. Call Center Setup and Operational Development
- Lead the end-to-end setup of call center operations, including structure design, process development, and workflow establishment.
- Define operating models for both inbound customer service and outbound sales activities, ensuring scalability and efficiency.
- Develop and implement standard operating procedures, service guidelines, sales scripts, and escalation frameworks to ensure consistent and high-quality customer interactions.
- Coordinate with relevant stakeholders to support system setup, including CRM, telephony, and reporting tools.
2. Team Building and Capability Development
- Drive recruitment and onboarding of the initial call center team, including Team Leaders and agents.
- Establish team structure, roles, and performance expectations aligned with business objectives.
- Execute sales initiatives and outbound campaigns based on business plans, ensuring effective resource allocation and execution.
- Build a strong performance culture through coaching, training, and continuous development.
- Ensure team readiness to effectively manage both outbound sales activities and inbound customer interactions throughout different growth stages.
3. Performance Management and Service Excellence
- Define and implement key performance metrics, including Sales Conversion, SLA, CSAT, AHT, productivity, and quality standards.
- Monitor sales and service performance closely during early-stage operations and continuously optimize to meet business targets.
- Identify performance gaps, implement improvement plans, and drive operational excellence through data-driven decision making.
- Drive proactive outbound activities to maximize lead conversion, customer retention, and sales opportunities while ensuring excellent customer service.
4. Cross-functional Coordination and Continuous Improvement
- Work closely with internal teams including Sales, Technical Service, Marketing, and Product to ensure alignment in customer experience, sales initiatives, and service delivery.
- Actively collect customer feedback and operational insights to support product improvements, service enhancements, and sales effectiveness.
- Drive continuous improvement initiatives to enhance efficiency, reduce operational risks, and support business expansion.
Qualifications
- Bachelor's degree or higher.
- Minimum 10 years of experience in telesales, call center, or customer service operations, with at least 5 years in a managerial role.
- Proven experience in setting up or scaling call center operations is highly preferred.
- Strong experience managing both inbound customer service and outbound sales operations.
- Strong leadership and team-building capability, with the ability to operate effectively in early-stage environments.
- Solid understanding of call center metrics and operational management practices.
- Strong problem-solving skills, with a hands-on and proactive approach.
- Ability to work in a fast-paced, evolving environment with high ownership.
