Telemarketing Manager

English 1 Indonesia; Jakarta Utara; On-site; IDR 200,880,000 - 390,600,000; Full time

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.

Skills

Leadership

Telemarketing

Sales funnel

Conversion optimization

Analytical skills

CRM systems

English communication

Education

Bachelor’s degree in any field

Tools

Salesforce

Telephony systems

Reporting dashboards

Job description

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.

2. Process, Governance & Quality Assurance

Develop and regularly update telemarketing scripts, SOPs, and call/chat follow-up guidelines.

Conduct active call/chat monitoring to ensure quality assurance.

Act as the escalation point for high-complexity operational issues and complaints.

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Berapa gaji bulanan yang kamu inginkan?
• Berapa tahun pengalaman kerjamu sebagai Manajer Telemarketing?
• Kualifikasi mana yang kamu miliki?
• How many years of Contact Centre Management experience do you have?
• Sistem Customer Relationship Manager (CRM) apa saja di bawah ini yang bisa kamu gunakan?
• Bagaimana kamu menilai kemampuan bahasa Inggrismu?

Education, Training & Professional Development 51-100 employees

With over 30 years of experience, English 1 (formerly EF English First) is a global leader in education, inspiring young minds through language learning and cultural experiences.

English 1 is headquartered in Switzerland, with over 300 schools for learners aged 3–18 in China and Indonesia. Our innovative curriculum combines global standards with local needs. We believe education is a team effort. Every staff member helps create a safe, happy space where students grow and succeed.

Together, we’re not just teaching English—we’re equipping the next generation with skills and confidence to shape the future.

With over 30 years of experience, English 1 (formerly EF English First) is a global leader in education, inspiring young minds through language learning and cultural experiences.

English 1 is headquartered in Switzerland, with over 300 schools for learners aged 3–18 in China and Indonesia. Our innovative curriculum combines global standards with local needs. We believe education is a team effort. Every staff member helps create a safe, happy space where students grow and succeed.

Together, we’re not just teaching English—we’re equipping the next generation with skills and confidence to shape the future.