Telemarketing Manager

english 1 indonesia; Indonesia; On-site; IDR 144,000,000 - 216,000,000; Full time

Job summary

english 1 indonesia is seeking a Senior Telemarketing Lead to drive lead follow-up, appointment setting, and performance optimization across its telemarketing teams in Indonesia. You will set targets, define TMK KPI structures, and coordinate with cross-functional groups to improve conversion and ensure timely, quality outcomes.

The role requires leadership experience, strong analytical and coaching skills, and proficiency with Salesforce and CRM tools.

Qualifications

• Bachelor’s degree in any field.
• 5–8 years 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.

Responsibilities

• Develop and implement lead follow-up and appointment-setting strategies.
• Set daily and weekly targets 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.
• Monitor the performance of Senior Agents and Agents through dashboards and periodic reports.
• Deliver weekly and monthly performance reports.
• Provide regular coaching and evaluations for Senior Agents and Agents.
• Support the handling of objections and complex lead cases.
• Coordinate with Centers regarding Telemarketing OPP data.
• Actively coordinate with Digital and Performance Marketing teams regarding lead quality.
• Coordinate with Marketing and Sales teams to obtain input on ongoing campaigns.
• Take full end-to-end responsibility for TMK projects according to timelines.
• Take full end-to-end responsibility for monthly OPP bonus administration and Agent incentive processing.

Skills

Leadership

Coaching

Team development

Performance analysis

Communication

English proficiency

Problem solving

Education

Bachelor's degree

Tools

Salesforce

Telephony systems

Reporting dashboards

Job description

2. Process, Governance & Quality Assurance

• Develop and implement lead follow-up and appointment-setting strategies.
• Set daily and weekly targets (leads contacted, appointments created) to support the achievement of 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.

3. Performance Management & Analytics

• Monitor the performance of all Senior Agents and Agents through dashboards and periodic reports.
• Analyze performance data (conversion rate, call productivity, lead quality) and propose improvement initiatives.
• Deliver weekly and monthly performance reports.

4. Coaching & People Development

• Provide regular coaching and evaluations for Senior Agents and Agents.
• Support the handling of objections and complex lead cases.
• Optimize the Conversion Rate through weekly (or as needed) WhatsApp blasts using overdue OPP data.
• Actively coordinate with Centers (CD and CC) regarding Telemarketing OPP data.

6. Cross-Functional Coordination

• Actively coordinate with the Digital and Performance Marketing teams regarding lead quality and appointment results.
• Actively coordinate with the Marketing and Sales teams to obtain information on ongoing campaigns as input for TMK follow-ups.

7. Reporting, Administration & Project Management

• Send Appointment data to the Regional team and Center Director by Weekly via email.
• Take full end-to-end responsibility for the completion of all TMK projects according to the defined timelines.
• Take full end-to-end responsibility for monthly OPP bonus administration and Agent incentive processing.

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.