Job Category: Telemarketing
Job Type: Full Time
Job Location: Head Office
Report To: Marketing Manager
Experience: 3-5 Years of related experience

Key Purpose of the Job:

The TMK Manager is a key position responsible to staff the TMK team, to manage the performance of TMK team following business objectives. The role is ultimately responsible for the results of the TMK team and must take the appropriate measures to achieve the team targets while remaining compliant with the HR policies of the organization. The TMK Manager must report the results of the TMK team to the rest of the management in a timely manner and build up strategy to achieve team goals.

Key Areas of Responsibility:

  1. TMK Strategy Planning:
    • Plan and implement telemarketing strategies with the Marketing Manager to drive the efficiency and effectiveness of the TMK team
    • Establish formal and documented TMK ground rules for the leads distribution and prioritization, with the objective to optimize the effectiveness of the leads and ensure undisputable fairness for every agent of the team
    • Join weekly cross-functional meetings aimed at improving the effectiveness of the overall marketing and sales funnel
    • Provide insight report of TMK activities to Marketing team to have proper adjustment to optimize Lead Acquisition objective
  2. TMK function management
    • Use a data-centric approach to keep senior management informed about recurring issues or problems and propose sensible solutions to address the situation(s)
    • Prepare and distribute daily, weekly and monthly reporting to provide visibility on the TMK function performance and enable productive functional review when scheduled
  3. TMK performance and quality management
    • Based on the monthly objectives set by the management, establish TMK specific targets in terms of calls, bookings, shows and contracts at team level and agent level
    • Ensure fairly distribution system to the team member and manage the team performance
    • Monitor and report the daily performance of each agent and the team to the relevant stakeholders across all relevant metrics
    • In collaboration with the HR team, ensure the strict application of each aspect of the TMK Performance Management Program for the agents at the end of every month and every quarter
    • Request exceptions to the Marketing Manager for any exception to the TMK Performance Management Program when justified and prepare thorough and sensible justification for it
  4. Recruitment, training and coaching
    • Source, identify potential candidate and conduct interview and training in conjunction with HR 
    • Evaluate team member profile, skills, strengths, weaknesses and derive training, coaching, and mentoring plan to improve performance and for career path planning 
    • Facilitate regular workshop, role plays, sharing between team members and with other teams as appropriate 
    • Ensure there are clear succession plan in each team under management 

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