telemarketer team leader

13 hours ago

Makati City, National Capital Region, Philippines Mocasa - Pay Later Anywhere Full time ₱1,200,000 - ₱2,400,000 per year

Role Summary

Telemarketer Team Leader

will oversee the team of telemarketing specialists. He will be responsible for driving team performance, ensuring targets are met, and coaching agents to achieve excellence in sales and customer service. The ideal candidate is a proven leader with a strong telemarketing background in the financial services industry, who can inspire their team while effectively managing day-to-day operations.

Key Responsibilities

1. Team Leadership & Performance Management:

  • Lead, mentor, and motivate a team of 5-10 Telemarketing Specialists to exceed individual and team targets.
  • Monitor real-time performance using the dialer system and CRM analytics.
  • Conduct daily huddles and weekly performance review sessions to provide feedback and track progress against KPIs.
  • Implement action plans for underperforming agents and recognize top performers.

2. Coaching & Development:

  • Provide continuous coaching on call techniques, product knowledge, objection handling, and compliance.
  • Conduct side-by-side monitoring, call listening, and feedback sessions to improve agent quality and conversion rates.
  • Identify training needs and collaborate with the Training Department to address skill gaps.

3. Operational Management:

  • Ensure the team adheres to their schedules, including login times, break times, and call handling procedures.
  • Manage the daily lead distribution to optimize contact rates and conversion.
  • Ensure accurate and timely reporting of team performance metrics (call volume, leads, appointments, conversion rate).
  • Serve as the first point of escalation for complex customer issues or agent concerns.

4. Target Achievement & Reporting:

  • Be directly accountable for the team's overall performance in meeting and exceeding daily, weekly, and monthly sales targets.
  • Prepare and present detailed performance reports to management, highlighting achievements, challenges, and forecasts.

5. Quality & Compliance:

  • Guarantee that all telemarketing activities strictly comply with company policies and Philippine regulations (SEC, NPC, Data Privacy Act).
  • Uphold the highest standards of customer service and ethical sales practices within the team.

Qualifications

  • At least 25 years of age.
  • Bachelor's/College Degree in Business, Marketing, or a related field.
  • Minimum of 
    5 years of experience as a Telemarketer/Sales Agent in a lending company, bank, or insurance firm
    , with at least 
    1 year in a Team Leader or Supervisor role
     in a BPO/telemarketing setting.
  • Proven track record of meeting and exceeding sales targets, both as an agent and as a leader.
  • Strong leadership and people management skills, with the ability to coach and inspire a team.
  • Excellent problem-solving and decision-making abilities.
  • Proficient in using CRM software, dialer systems, and MS Office (especially Excel for reporting).
  • Experience with specific CRMs
  • Deep understanding of the Philippine lending landscape and regulatory environment.

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