Telemarketing Senior Team Leader

Bluebean Incorporated; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Bluebean Incorporated in Metro Manila is seeking a Telemarketing Unit Manager to lead, coach, and develop the Telemarketing teams while driving performance and adherence to regulatory requirements.

The role focuses on monitoring metrics, optimizing campaigns, and ensuring staffing and daily operations are executed with quality and efficiency. You will collaborate with Compliance, Risk, and Quality teams to address risks and implement improvements.

Responsibilities

• Lead, coach, and mentor Telemarketing Team Leaders to improve team performance and leadership capability.
• Monitor performance across multiple teams and implement appropriate coaching and performance improvement actions.
• Support talent development, succession planning, and employee engagement within the Telemarketing function.
• Monitor key TeleSales metrics such as conversion rate, contact rate, call volume, productivity, and target achievement.
• Ensure effective execution of sales campaigns, lead allocation, staffing plans, and daily operating strategies.
• Identify performance gaps and implement corrective actions to improve sales productivity and conversion.
• Ensure adherence to Philippine TeleSales regulations, data privacy requirements, and Company policies.
• Monitor compliance with approved calling practices, customer communication standards, and internal controls.
• Partner with Compliance, Risk, and Quality teams to address operational risks and implement corrective actions.
• Prepare and present Telemarketing performance reports, insights, and recommendations to the Telemarketing Unit Head.
• Escalate significant operational, performance, people, and compliance concerns in a timely manner.
• Collaborate with cross-functional teams on campaigns, product initiatives, process improvements, and other business requirements.

Job description

Team Management

• 1.Lead, coach, and mentor Telemarketing Team Leaders to improve team performance and leadership capability.
• 2.Monitor performance across multiple teams and implement appropriate coaching and performance improvement actions.
• 3.Support talent development, succession planning, and employee engagement within the Telemarketing function.

Sales Performance & Operations

• 1.Monitor key TeleSales metrics such as conversion rate, contact rate, call volume, productivity, and target achievement.
• 2.Ensure effective execution of sales campaigns, lead allocation, staffing plans, and daily operating strategies.
• 3.Identify performance gaps and implement corrective actions to improve sales productivity and conversion.

Compliance & Risk Control

• 1.Ensure adherence to Philippine TeleSales regulations, data privacy requirements, and Company policies.
• 2.Monitor compliance with approved calling practices, customer communication standards, and internal controls.
• 3.Partner with Compliance, Risk, and Quality teams to address operational risks and implement corrective actions.

Reporting & Stakeholder Management

• 1.Prepare and present Telemarketing performance reports, insights, and recommendations to the Telemarketing Unit Head.
• 2.Escalate significant operational, performance, people, and compliance concerns in a timely manner.
• 3.Collaborate with cross-functional teams on campaigns, product initiatives, process improvements, and other business requirements.