Telesales (Supervisor - Associate Manager)

SEVEN Retail Group; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading retail firm in Jakarta Utara is seeking a Lead of Telesales to own and optimize telesales KPIs. You will monitor performance dashboards, identify gaps, and translate data insights into initiatives. Collaborating with various stakeholders, you'll support SPVs and Team Leaders to implement new strategies. Ideal candidates should have a proven track record in performance management and team enablement. This role offers the opportunity to make data-driven improvements in a dynamic environment.

Responsibilities

• Co-own telesales KPIs, including Booking Conversion Rate and Show-Up Rate.
• Monitor daily, weekly, and monthly performance dashboards.
• Identify performance gaps and propose corrective actions.
• Translate data insights into actionable initiatives.
• Design and lead incentive schemes and training programs.
• Support SPVs, Team Leaders, and L&D in new initiatives.

Job description

Job Title

Lead of Telesales

Location

South Jakarta, Jakarta, ID

Responsibilities

Performance Ownership & KPI Delivery

• Co-own telesales KPIs, including (but not limited to): Booking Conversion Rate (CVR), Show-Up Rate (SU%), Productivity metrics (FRT, QC Score, etc.)
• Monitor daily, weekly, and monthly performance dashboards.
• Identify performance gaps by agent tier (Top / Middle / Bottom / OJT) and propose corrective actions.
• Translate data insights into clear, actionable initiatives.

Strategic Initiatives & Project Management

• Incentive scheme redesign
• Lead distribution & seat-plan optimization
• System and workflow improvements
• Training programs (FGD, coaching frameworks, OJT acceleration)
• QC & compliance framework enhancements
• Build clear project plans: objective, success metric, timeline, owner, and risks.
• Ensure initiatives are executed end-to-end, not just designed.

Continuous Improvement & Brainstorming Partner

• Serve as a thought partner to the Telesales Manager in weekly / bi-weekly strategic brainstorming
• Hypothesis building (what will move CVR / SU% the most?)
• Experiment design (A/B testing scripts, schedules, incentives)
• Challenge assumptions with data and field insights.
• Continuously propose high-conviction ideas, not surface-level optimizations.

Team Enablement & Leadership Support

• Support SPVs, Team Leaders, and L&D in rolling out new initiatives.
• Translate strategy into simple playbooks that agents can execute.
• Participate in coaching discussions, case studies, and performance reviews when needed.
• Act as a bridge between management intent and frontline reality.

Stakeholder & Cross-Function Collaboration

• Collaborate with Marketing / Growth (lead quality, channel mix)
• Collaborate with Ops / System (tools, automation, CRM)
• Prepare structured updates for management: progress, risks, and impact.