Telemarketing Team Leader

Job Description

We are seeking an experienced, target-driven, and highly motivated Telemarketing Team Leader to oversee, guide, and optimize our daily telemarketing operations.

Key Responsibilities:

• Daily Operations & Supervision: Oversee daily agent activities, attendance, work discipline, and productivity.

• Performance Monitoring: Drive team target achievement through active real-time monitoring and floor support.

• KPI & Performance Management: Track individual and team KPIs, prepare operational performance reports, and manage agent incentive plans.

• Workload & Strategy Allocation: Manage agent workload distribution and collaborate with team members to refine telemarketing strategies.

• Coaching & Mentorship: Provide regular coaching, direction, constructive feedback, and resolve agent grievances.

• Compliance & SOPs: Ensure all agents operate in full compliance with company policies and standard operating procedures (SOPs).

• Issue Resolution: Identify operational, system, or performance issues, and report regular updates/highlights to management.

• Documentation: Manage and maintain systematic filing and documentation for the telemarketing team.

Job Requirements

• Education: Minimum High School diploma (SMA/SMK) or above.

• Experience: Proven experience in Telemarketing, Call Center, or Collection operations (experience as a Team Leader, Supervisor, or Senior Agent is preferred).

• Location: Residence must be within a maximum 1-hour commute to the office.

• Language: English proficiency is preferred (though not mandatory).

• Core Competencies: Strong leadership, coaching, communication, and interpersonal skills.

• Attributes: Target-driven, familiar with KPI metrics, and adaptable in a fast-paced environment.

• Willing to undergo a recruitment assessment as part of the selection process.

Additional Information:

• Employment Type: Full-time Contract

• Department: Telemarketing / Collection