Telemarketing Leader & Conversion Coach

English 1 Indonesia

Jakarta Utara

On-site

IDR 200,880,000 - 390,600,000

Full time

14 days+

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Job summary

English 1 Indonesia is seeking a Telemarketing Manager to lead a high-performing team and drive lead follow-up, appointment setting, and conversion optimization across campaigns. You will define TMK strategy, monitor performance dashboards, and coordinate with marketing and sales to optimize lead quality and results.

The role requires 5–8 years in telemarketing with 2–3 in leadership, strong analytics, and English proficiency.

Qualifications

Bachelor’s degree in any field.
5-8 years of experience in telemarketing, telesales, contact center, or related role, with at least 2-3 years in a leadership position.
Proven track record of managing high-performing telemarketing teams and achieving conversion targets.
Strong understanding of lead management, appointment setting, sales funnel, and conversion optimization processes.
Excellent leadership, coaching, and team development skills.
Strong analytical skills with the ability to interpret performance data and drive continuous improvement.
Excellent communication and interpersonal skills.
Proficient in CRM systems (Salesforce), telephony/contact center systems, and reporting dashboards.
Good command of English, both written and verbal.
Ability to work in a fast-paced environment and manage multiple priorities effectively.
High level of integrity, accountability, and problem-solving ability.

Responsibilities

Develop and implement lead follow-up and appointment-setting strategies.
Set daily and weekly targets (leads contacted, appointments created) to support monthly targets.
Define TMK strategy, structure, and KPI aligned with English 1 business goals.
Analyze lead funnel performance and identify opportunities to improve conversion.
Manage team resourcing, lead allocation, and shift schedules efficiently.
Develop and regularly update telemarketing scripts, SOPs, and follow-up guidelines.
Conduct active call/chat monitoring to ensure quality assurance.
Act as the escalation point for high-complexity operational issues and complaints.
Monitor the performance of Senior Agents and Agents through dashboards and reports.
Analyze performance data and propose improvement initiatives.
Deliver weekly and monthly performance reports.
Provide regular coaching and evaluations for Senior Agents and Agents.
Support handling of objections and complex lead cases.
Coordinate with Centers regarding Telemarketing data.
Coordinate with Digital and Performance Marketing regarding lead quality and results.
Coordinate with Marketing and Sales to obtain input for TMK follow-ups.
Send Appointment data to Regional team and Center Director weekly.
Take end-to-end responsibility for TMK projects and monthly OPP bonus administration and agent incentives.