CRM Telesales Manager

PT Home Credit Indonesia; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading finance firm in Jakarta Utara is seeking an experienced Telesales Manager to lead their telesales team. This role requires a strong focus on managing team performance against KPIs, providing coaching and development for team members, and maintaining quality control processes. The ideal candidate holds a Bachelor's degree and has at least 5 years of experience in relevant sectors such as consumer finance or banking. Advanced English communication skills are essential for this position.

Qualifications

• Minimum 5 years of experience in consumer finance, insurance, or banking.
• Experience leading large telesales teams focusing on performance.
• Good knowledge of quality control implementation tactics.

Responsibilities

• Manage telesales team ensuring productivity meets targets.
• Maintain service levels and resolve issues delaying KPIs.
• Monitor reports for accuracy and punctuality.

Skills

Team management

KPI definition

Coaching and development

Advanced English communication

Interpersonal skills

Education

Bachelor’s Degree in Economics, Marketing or equivalent

Tools

MS Office (Excel, PowerPoint)

Job description

Responsibilities

• Manage and lead team of inbound, outbound, support, and invoice control, ensuring productivity and team performance meet targets.
• Maintain service levels and KPIs for all telesales processes, identifying and resolving issues that delay service levels and KPIs to improve future performance.
• Monitor daily, weekly, and ad-hoc reports to ensure accuracy and punctuality of report submission.
• Analyze business processes in telesales and propose solutions for improvements in product and process.
• Support Head of Telesales in implementing telesales strategy and monitor it daily to ensure every process runs properly.
• Coach and manage team performance by setting clear objectives and developing them so they can fulfill their target and support team target.
• Define KPI, assess performance and provide timely relevant feedback to support subordinates to achieve target.
• Identify talent and provide inputs for team's training and development programs to ensure every team member has the skill needed to excel at their job.
• Act as a role model for staff by consistently demonstrating core values and behaviors.

Qualifications

• Bachelor’s Degree in Economics, Marketing or equivalent.
• At least 5 years of working experience in a related position within consumer finance, insurance, or banking industry.
• Experience handling large telesales team with coaching, direction, and evaluating team performance focusing on sales skills.
• Advanced English communication skills.
• Good knowledge of quality control implementation.
• Experience setting service levels, KPIs and thresholds.
• Proficient in MS Office: Excel, PowerPoint.
• Strong interpersonal skills to work in a diverse, dynamic and fast‑paced environment.