Telemarketing Supervisor

EF Education First; Jakarta Pusat; On-site; IDR 89,280,000 - 178,560,000; Full time

Job summary

EF Education First in Jakarta is seeking an adaptive Telemarketing Supervisor to recruit, train, and oversee Telemarketing Agents, and help develop funnel performance strategies.

The role requires leading a team, collaborating with marketing and sales, analyzing KPIs, and ensuring high-quality customer interactions while managing shifts including weekends.

Qualifications

• Bachelor’s degree in marketing, business management, or related field.
• 3+ years in Telemarketing Manager/Supervisor roles or similar.
• Willing to work 5 days a week, including Saturdays/Sundays.
• Strong verbal and written communication and presentation skills.
• Proven leadership, motivation, and coaching abilities.
• Strong understanding of sales processes and data-driven improvement.

Responsibilities

• Lead, manage, and mentor a TMK team to achieve KPIs and targets.
• Perform daily check-ins, weekly 1:1s, and performance evaluations.
• Provide training, coaching, and guidance to team members.
• Analyze metrics and KPIs; prepare insights for senior management.
• Collaborate with marketing and sales to align funnel processes.
• Ensure high-quality customer interactions and resolve inquiries.

Skills

Leadership

Communication

Data analysis

Time management

Presentation skills

Education

Bachelor's degree in Marketing/Business

Tools

CRM

Microsoft Office

Telemarketing tools

Job description

Job Descriptions:

We are looking for an adaptive Telemarketing Supervisor to be a part of our team. You will be responsible for recruiting, training, and overseeing the performance of Telemarketing Agent. Besides, you should also be able to assist with the development and implementation of effective funnel performance strategies.

Responsibilites:

1. Leadership & Team Management

• Lead, manage, and mentor a team of TMK to achieve individual and team KPIs.
• Conduct daily check-ins, weekly 1:1 meetings, and performance evaluations to ensure alignment and drive improvement.
• Provide training, coaching, and guidance to develop the skills and capabilities of team members.
• Review each team member’s performance to identify opportunities for growth and improvement (call, WA quality, script, etc)
• Address team issues and provide support.
• Handle performance improvement initiatives when necessary, ensuring team members meet 95-120% of their targets consistently.
• Ensure the accuracy and quality day-to day and results of TMK member

2. Strategy Development & Execution

• Develop and implement effective performance objectives; time, tools, skills, and flow
• Collaborate with marketing and sales teams to align funnel process efficiently with overall business strategies and healthy COA.
• Regularly analyze metrics and KPIs, preparing insights and actionable reports for senior management.
• Stay updated on market trends, competitor activities, and new lead generation / process technologies to drive innovation.

3. Cross-Departmental Collaboration

• Collaborate closely with the marketing and sales team to facilitate seamless handovers of qualified lead , appointment, and shows.
• Customer Relationship Management
• Build and maintain long-term customer relationships.
• Address customer inquiries and complaints.
• Ensure customer satisfaction.

Minimum Qualifications:

• Bachelor’s degree in marketing, Business Management, or a related field
• At least 3+ years of work experience as a Telemarketing Manager/ Supervisor/ Lead Telesales Manager, or a similar role in the Tele/Sales department
• Familiarity with the latest industry trends and developments
• 5 days a week job, Willing to work on shift with Saturday/ Sunday working day.
• Excellent verbal and written communication & presentation skills.
• Strong leadership, motivation, and coaching abilities.
• Understanding of sales processes and techniques.
• Ability to analyze data and identify trends.
• Ability to address challenges and find solutions.
• Ability to manage time and prioritize tasks effectively.
• Ability to handle customer inquiries and complaints professionally.
• Familiarity with Microsoft Office tools, CRM, and other Telemarketing support tools
• Understanding of the industry and target market.