Telesales Team Leader (Personal Loan)

Founded in 2012, iMoney is South East Asia’s leading fintech marketplace for consumer financial and utility products, with operations in Malaysia, Philippines, Indonesia and Singapore. We compare credit cards, loans, broadband packages and various other financial products, providing consumers with the convenience of online comparison and the benefit of telephone-based advice. Serving over 20 million users annually iMoney is the “go-to” marketplace for consumers to learn, compare and apply for financial products, check their credit score and keep in touch with the latest personal finance news. iMoney is part of the ASX-listed iSelect Ltd, Australia’s largest marketplace for consumer finance and utility products. Our vision is to empower consumers to make intelligent decisions on money matters and our corporate culture is underpinned by six core values: Integrity, Make a Difference, On the Money, No Drama, Enterprising & Yearn to Learn


Job Description

Key duties:

  • Manage Day to Day Call Center Operations. ( Number of calls made or handle, Contact Rate, Conversion Rate, Email handling, Schedule to Adherence, etc )
  • Perform call monitoring to ensure that agents are adhere to SOP in calls and drive positive Customer Experience
  • Conduct Coaching through Daily Huddles, Side by Side, One to One, and Calibrations to close or address the development area's of agents
  • Conduct New Employee Orientations, New Hire Training, Handle On Job Training and Performance Improvement Process
  • Generate, Analyze and monitor reports from department level to Agent level to identify the area of improvement and build a Coaching Plan to improve the overall department performance. ( Sales Revenue, GP, process and call efficiency, Customer Experience, etc )
  • Create and review sales process, SOP, Compliance & Standard Talk Off and ensure Agents are comply to it and in order to further enhance the productivity
  • Ensure all Reward and Recognition programs are executed in timely manners
  • Responsible for Ad hoc projects

Skills & Requirements

  • Minimum Diploma or preferably Bachelor’s Degree holder in any field or equivalent
  • 5 – 7 years relevant working experience in a Call or Operational Centre of which 2 years in a supervisory position
  • A strong background in outbound sales and/or operations in a Financial Services environment
  • Proven experience with Call Center technology to support monitoring of live systems
  • Detailed knowledge of the theory and operation aspects of the processes used within an outbound sales function
  • Service delivery experience with responsibility for the delivery of enterprise services to multiple users across multiple regions would be considered a plus
  • Promotes and supports standardization and continuous improvement
  • Must have a level of proficiency with Internet, Email and Google programs
  • Fluency in written and spoken English
  • Experience in supervising Malaysia call centres
  • Experience of working in Financial Services / multinational environment is a bonus
  • Communicates tactfully and effectively both verbally and in writing, and maintains effective work relations
  • Flexibility and adaptability to new instructions and/or dynamic organizational priorities is critical for job success
  • Strong customer-orientation
  • Strong communication skills; be able to work very collaboratively and be results accountable
  • Strong communication skills; be able to work very collaboratively and be results accountable
  • Influential, persuasive and assertive with the ability to change approach and other behaviours to ensure business value and associated optimum resource utilization
  • Adherence to policies and processes to ensure consistent quality of service
  • Ability to build and maintain a strong control environment
  • Capacity to lead by example, build teams and develop strong personnel performance goals to improve their capabilities in line with the requirements of the business

Please send us your résumé, examples of your best works, sketches, prototypes or anything else that demonstrates your interest and ability.