Call Center Telemarketing Supervisor

Call Center Telemarketing Supervisor

Danaher
Shanghai China
5-8 years
Not Specified

Job Description


REPORTS TO: Commercial Marketing Manager
FUNCTION: This position responsible to work closely with marketing team and provide effective and efficiency services.
BASIC PURPOSE OF THIS POSITION:
This position responsible for leading telemarketing team to conduct inbound and outbound lead generation.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The incumbent will also be responsible for, but not limiting to the following duties:
  • Call center telemarketing platform & workflow management (10%)
    • Work closely with IT team to set up related systems, such as call management system, SFDC, online chat system, wechat service system, etc.
    • Cooperate with Call Center technical support team to set up efficient and effective call flow
    • Set up team standard workflow and back-up plan
    • Continuously optimize workflow, according to feedback from customer/sales and data insight
  • Inbound & outbound lead generation (40%)
    • Help in the developing and execution of Marketing strategy
    • Lead generation from inbound calls and outbound calls
    • Generate cold call / outbound lists
    • Nurture reject MQL&SQL to enhance conversion rate
    • Cooperate with sales team to ensure the lead conversion
    • Cooperate with other Opcos to expand the lead generation sources
    • Coordinate non-leadGen customer request
    • Ensure quick response and customer satisfaction
  • Telemarketing team management (30%)
    • Plan and check team daily work
    • Set up team KPI
    • Prepare team training materials
    • Provide professional call skills training for the team and coordinate training resources from PM/sales/DBS
    • Nurture good team culture and drive team engagement
  • Call system/SFDC etc. database maintenance and analysis (10%)
    • Ensure data input correctly
    • Manage regular reporting and tracking, interpret implications, report metrics appropriately
  • General marketing supporting (10%)
    • Manage regular reporting and tracking, interpret implications, report metrics appropriately.

This description is a summary of principle responsibilities and is not intended to include all duties may be assigned.
WORKING RELATIONSHIPS AND CONTACTS:
  • External contacts for this position include Customers/Dealers, KOLs
  • Internal contacts include marketing teams, product managers, sales, service, IT, legal

SUPERVISION RECEIVED AND GIVEN:
The incumbent of this position is responsible for his/her own work. Only new work is reviewed before issue, all other work is handled independently, reporting status to managers/supervisor. Some work requires analysis and use of initiative and independent judgment, but most assignments are specific and well defined.
ESSENTIAL QUALIFICATIONS:
EDUCATION & SKILLS:
  • Bachelor\u2019s degree or above
  • Life Sciences / Medical / Industry Major preferred
  • Excellent English skills in speaking, reading and writing
  • Strong writing skill in Chinese
  • Demonstrated skills in Excel and PPT for reporting and analysis work

WORKING EXPERIENCE:
  • At least 5 year working experience in tele MKT / Sales functions. Instrument, medical device and life science industry background is preferred
  • Team Management experience preferred
  • Field Sales experience preferred

FUNCTIONAL COMPETENCIES:
This position also requires:
  • Strong communication sense and skill to all levels
  • Produces clear, understandable documentation geared for all audiences
  • Strong process and data driven thinking
  • Systematically gathers relevant information, considers a broad range of issues or factors
  • Prioritizes assigned work assuring milestones are achieved
  • Strong motivation and initiative in making progress, goal oriented
  • Be able to work under pressure, self-controlled
  • Open mind, customer oriented, high credibility & ownership
  • Strong leadership

TRAVEL REQUIREMENTS:
This position may require business traveling in a frequently situation (10%).
WORK ENVIRONMENT:
This position functions in a general office environment.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The \u201CEEO is the Law\u201D poster is available .

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