Telesales Operations Lead & Coach

Senior Citizen Home Safety Association 長者安居協會; Hong Kong; Sur place; HKD 420 000 - 540 000; Plein temps

Résumé du poste

Senior Citizen Home Safety Association (SCHSA) in Hong Kong seeks a Telesales Team Lead to guide the New Sales & Retention unit, drive targets, and ensure high-quality customer interactions. The role emphasizes coaching, data-driven performance reviews, and process improvements.

You will oversee KPI tracking, training, and updating product knowledge, while coordinating with management on reports and ad hoc projects. A strong customer-centric mindset and Cantonese fluency are essential.

Qualifications

• Degree holder or higher diploma in Business Administration or related discipline.
• At least 5 years’ relevant experience in telecom, banking or insurance products with 3 years of supervision.
• Strong numerical sense, detail-oriented, self-motivated.
• Good communication, interpersonal and presentation skills.
• Customer segmentation and data analysis experience is an advantage.
• Positive, professional attitude with a target-driven mindset.
• Fluent in Cantonese with effective communication and customer engagement.
• Proficient in MS Office; able to type in Chinese and English.

Responsabilités

• Assist the Manager in leading and supervising the Telesales Team to meet sales targets and deliver quality service.
• Promote products/services, handle inquiries, and support sales, retention and service initiatives.
• Coach, motivate and develop team members; foster a collaborative, performance-driven culture.
• Monitor performance via call monitoring, QA reviews, KPI tracking, and feedback sessions.
• Review and enhance SOPs and workflows for compliance, efficiency, and improvement.
• Keep the team updated on product knowledge, service procedures, policies and regulatory requirements.
• Prepare operational reports, performance analysis, rosters and management reports.
• Perform ad hoc projects and duties as assigned by management.

Connaissances

Numerical sense

Detail-oriented

Self-motivated

Communication skills

Interpersonal skills

Presentation skills

Customer segmentation

Data analysis

MS Office

Cantonese (fluent)

Formation

Degree Holder / Higher Diploma in Business Administration or related disciplines

Outils

MS Office

Description du poste

Senior Citizen Home Safety Association (SCHSA) in Hong Kong seeks a Telesales Team Lead to guide the New Sales & Retention unit, drive targets, and ensure high-quality customer interactions. The role emphasizes coaching, data-driven performance reviews, and process improvements.

You will oversee KPI tracking, training, and updating product knowledge, while coordinating with management on reports and ad hoc projects. A strong customer-centric mindset and Cantonese fluency are essential.