Telemarketing Team Leader

Job Description:

• Lead, build, and develop the telemarketing team (Inbound & Outbound) as well as customer support from the ground up.
• Inbound Telemarketing: handle incoming calls from customers regarding product inquiries, order processing, after-sales services, complaint handling, and perform upselling when opportunities arise.
• Outbound Telemarketing: make outbound calls for prospecting, lead follow-ups, product/service offerings, customer surveys, and maintaining customer relationships.
• Develop SOPs, documentation, and workflow processes for telemarketing and customer support.
• Provide coaching, training, and performance evaluation to ensure operational excellence.
• Manage lead distribution, define sales strategies, and monitor execution effectiveness.
• Analyze telemarketing & customer support data to identify opportunities for performance improvement.
• Ensure accurate customer and prospect data management within the CRM system.
• Collaborate with management to align telemarketing & customer support strategies with overall company goals.

Job Requirements:

• 3–5 years of proven experience in telemarketing (Inbound & Outbound) and/or customer support, with at least 1–2 years in a leadership/supervisory role.
• Strong ability to build and develop a team from scratch, including recruitment, training, and coaching.
• Solid understanding of inbound & outbound telemarketing strategies, including sales funnel and customer journey.
• Capable of developing SOPs, documentation, and delivering clear presentations.
• Excellent communication skills, with strong proficiency in English (verbal & written).
• Proficiency in CRM systems and Microsoft Office / Google Workspace.
• Strong analytical and problem-solving skills with attention to detail.
• Proactive, self-driven, and able to establish scalable systems and processes.

Skills: Sales and Marketing, Customer Relationship Management, Sales Strategy