Regional Telemarketing Manager

About Carro

Carro has carved out a reputation as Southeast Asia’s largest online automotive marketplace. This tech unicorn is a people-centric business with over 4,000 employees in 7 countries who speak 9 languages. Working here, you’ll be part of a diverse, inclusive, team that drives innovation and change, and find a place that supports your growth and development. Visit us at www.carro.co

Why work with Carro?

• Join the region’s largest online automotive marketplace with offices in 7 countries.
• Firsthand experience at reshaping the automotive industry using the latest technologies such as AI and machine learning
• Formal and informal learning and development programmes to support your growth and career progression.
• Comprehensive benefits including medical, insurance and wellbeing.
• Flexible working arrangements upon request.
• Learn from some of the most experienced mentors in the technology and automotive space.
• Meet and interact with colleagues from all around Asia.
• Pursue opportunities to work at departments in other countries and regions.
• Diverse and inclusive working environment with modern workspaces.
• Fun and engaging employee events, initiatives, and celebrations.

About your role

• Team Management:

Lead, motivate, and develop a team of telemarketing agents across the region.

Provide regular coaching, training, and performance evaluations to improve productivity and sales effectiveness.

Set clear goals and KPIs for telemarketing agents, ensuring alignment with regional and organizational objectives.

• Telemarketing Strategy:

Develop and implement telemarketing campaigns tailored to the regional market, in collaboration with the sales and marketing teams.

Analyze regional market trends, customer needs, and competitor activities to refine and optimize telemarketing strategies.

Ensure telemarketing efforts support broader regional sales objectives, customer retention, and lead generation.

• Performance Monitoring & Reporting:

Track and analyze key performance indicators (KPIs) such as call volume, conversion rates, sales targets, and customer satisfaction.

Prepare and present performance reports to senior management, identifying areas of improvement and recommending actions.

Address underperformance within the team and implement corrective measures when necessary.

• Customer Relationship Management:

Ensure a high standard of customer interaction, maintaining professionalism and building strong customer relationships.

Resolve customer concerns or complaints effectively and escalate issues when needed.

Identify opportunities for upselling and cross-selling during customer interactions.

• Collaboration & Coordination:

Work closely with the marketing team to ensure telemarketing campaigns are aligned with broader marketing initiatives.

Collaborate with the regional sales team to ensure leads are appropriately followed up and converted.

Ensure seamless communication between telemarketing, sales, and customer service departments.

• Process Improvement & Innovation:

Continuously assess and recommend improvements to telemarketing processes and systems for enhanced efficiency and effectiveness.

Introduce new technologies or tools that can enhance team performance and customer engagement.

Foster a culture of innovation and improvement within the telemarketing team.

• Budget & Resource Management:

Manage the regional telemarketing budget effectively, ensuring resources are allocated efficiently.

Optimize the use of telemarketing technologies and platforms to improve performance while staying within budget.

Requirement

1. Educational Qualifications:

• Bachelor’s degree in business administration, Marketing, Communications, or related fields (preferred but not always required).
• Certifications in sales or marketing (optional but can be beneficial).

2. Experience:

• Previous Experience in telemarketing or sales, with a minimum of 8-10 years of experience in a similar role.
• At least 3-5 years of management experience, overseeing a team of at least 20 telemarketers or sales representatives.
• Experience in setting and tracking performance goals, KPIs (Key Performance Indicators), and managing budgets.

3. Skills & Competencies:

• Leadership Skills: Ability to manage, motivate, and train a team to reach targets and continuously improve performance.
• Sales Expertise: Knowledge of telemarketing strategies, sales tactics, and customer relationship management (CRM) systems.
• Communication Skills: Strong verbal and written communication skills are essential for managing the team and interacting with customers or clients.
• Analytical Skills: Ability to analyse performance data, identify trends, and optimize campaigns based on the insights.
• Problem-Solving: Capability to address team issues, customer complaints, and operational challenges effectively.
• Time Management: Ability to manage multiple tasks, prioritize work, and meet deadlines.
• Training & Development: Skills in developing training programs for new hires and continuous development of the team.
• Customer-Oriented Mindset: Focus on customer needs and building strong relationships.

4. Other Considerations:

• Travel: Required to travel based on business needs within the region (Hong Kong, Singapore, Indonesia and etc) to oversee team operations, conduct training, or visit clients.
• Flexibility in Working Hours: As the role involves overseeing teams in multiple time zones, flexibility in working hours may be necessary to accommodate different schedules.
• Languages: Able to communicate in Mandarin, Cantonese and English is a must due to require to handle and oversee for APAC market such as Hong Kong, Singapore, Indonesia and etc

Job Types: Full-time, Permanent

Pay: From RM7,000.00 per month

Benefits:

• Dental insurance
• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development
• Vision insurance

Schedule:

• Fixed shift
• Monday to Friday

Supplemental Pay:

• Performance bonus