Job Description
Responsible for meeting assigned telemarketing campaign KPIs. Ensure that the campaigns are sufficiently resourced, ensure training and coaching programs for team leaders and telemarketers are in place and implemented, ensure the necessary system and technology required for daily sales operations are utilized and running smoothly following the approved process and procedure. Communicate and collaborate with DM on campaign needs and updates.
- Ensure that all assigned campaigns are meeting sales KPIs and analysis performed for campaigns improvement.
- To ensure that Quality for both telemarketing and retention is managed through maintaining KPI and standard set such as QA and recovery rate, Fatal error etc.
Hybrid ACQ Campaign
- To facilitate Planning and strategizing – Work with telemarketing and direct marketing team to plan the campaign and develop strategies that align with the campaign goals.
- To ensure the telemarketing team implementing and executed their plan effectively to meet DMTM plan number.
- To assist develop telemarketing scripts that are fitted to the specific prospect/product being targeted.
- Conduct regular performance evaluation and provide constructive feedback. To monitor and track campaign performance, provide analyze data and adjust the campaign as needed to optimize result.
- To train and coach the telemarketing team to ensure they have the necessary skills and knowledge to execute the campaign effectively.
TM Sponsor Management
- Develop and nurture existing partners/bank partners/digital partners.
- Assist in the development of TM strategic executable plans and management framework.
- Facilitate regular partner meetings to track roadmap against timelines and dependencies and review portfolio, product performance, working to ensure deadlines are met from both parties
Quality Control for TM campaign
To ensure that Sales Quality is managed through maintaining the following standards:
- Achieve a QA score of above 85% and maintain a recovery rate of 10% or below.
- Ensure all recovery amendment cases are attended to and completed within 2 working days upon receipt.
- Maintain zero valid complaints for the assigned campaign.
- Ensure the Team Lead reviews all recovery cases daily and provides coaching to prevent any subsequent sales from falling under recovery.
- Conduct monthly briefing sessions on QA “Do’s and Don’ts” for the call floor to sustain call quality.
- Work closely with the Trainer to review major recovery cases and, where necessary, fine-tune the approach and Q&A with the QA Team.
Qualifications
- Min 5 years’ of working experience Insurance industry and/or direct marketing, or retail background will be an added advantage
- Minimum SPM/Diploma holder.
- Degree holders preferred
- The Employee acknowledges that this position may develop to include other tasks, which are commensurate with the Employee’s abilities, in addition to those recorded in this position description.
