We are a forward-thinking property development company committed to creating exceptional residential and commercial spaces. Our portfolio includes innovative real estate projects that shape the future of urban living and working environments.
Position OverviewWe are seeking an experienced Call Centre Manager to lead our property development sales team in generating and converting qualified leads into appointments. The ideal candidate will excel in staff training and development, follow-up strategy optimization, and lead management, with a proven track record in managing high-performing telesales teams and expertise in CRM systems, while staying current with industry best practices and innovations.
Key ResponsibilitiesLead and manage a team of sales representatives, providing coaching, training, and performance management
Design and implement comprehensive training programs for new and existing staff
Develop and implement strategies to maximize lead-to-appointment conversion rates
Create and optimize follow-up call strategies to minimize lead wastage
Establish systematic lead nurturing processes for different prospect categories
Monitor and optimize call center KPIs including response times, conversion rates, and appointment show rates
Oversee the effective use and management of CRM software to track leads and sales pipeline
Create and maintain standardized scripts and call handling procedures
Generate regular performance reports and analyze data to identify trends and opportunities
Collaborate with marketing teams to optimize lead quality and campaign effectiveness
Design and implement effective lead scoring systems
Create targeted follow-up schedules based on lead quality and engagement level
Develop automated and manual follow-up processes to maximize contact rates
Implement lead recycling strategies for unopened opportunities
Monitor and reduce lead response times to improve conversion rates
Create specialized handling procedures for cold, warm, and hot leads
Establish lead nurturing campaigns for long-term prospects
Implement lead revival strategies for dormant databases
Monitor and reduce lead leakage points in the sales pipeline
Training & Development Responsibilities:
Design and deliver structured onboarding programs for new hires
Create and maintain training materials and resources
Conduct regular skills assessments and identify training needs
Implement role-playing exercises and practical training scenarios
Mentor team leaders and supervisors in coaching techniques
Organize regular refresher training sessions on product updates and sales strategies
Track and measure training effectiveness through performance metrics
Create personalized development plans for team members
Professional Development & Industry Knowledge:
Attend minimum of 3 industry seminars/conferences annually focused on call centre management
Complete quarterly technology update training on latest CRM trends and tools
Maintain relevant professional certifications
Research and recommend new technologies to improve call centre efficiency
Share and implement learned best practices from industry events
Present quarterly innovation reports to management
Conduct monthly team knowledge-sharing sessions
Stay certified in latest CRM tools and technologies
Participate in industry webinars and online learning programs
Required QualificationsMinimum 5 years of call centre management experience, preferably in real estate or property development (Banking, Finance, Investment, Car and/or Service Industry can apply as well)
Proven track record of high viewing-to-bookings ratios
Demonstrated experience in designing and delivering successful training programs
Strong experience with CRM software management and optimization
Proven success in implementing effective follow-up strategies
Excellence in data analysis and performance tracking
Bachelor's degree in Business, Sales, or related field (or equivalent experience)
Commitment to continuous professional development
Active membership in relevant professional associations
Preferred QualificationsAble to read and write in Chinese, English, and Bahasa Melayu
Experience with luxury or high-end ticket-item tele-sales service
Strong background in property market analysis
Demonstrated success in luxury or premium property sector
Knowledge of property development process and industry regulations
Excellent interpersonal and stakeholder management skills
Strong leadership and team management abilities
Advanced knowledge of CRM systems and sales technology
Excellent training and coaching abilities
Expert in lead nurturing and follow-up strategies
Strong presentation and facilitation skills
Excellent analytical and problem-solving skills
Strong verbal and written communication skills
Ability to evaluate and implement new technologies
LocationKuala Lumpur and Petaling Jaya
Employment TypeFull-time
Interested candidates should submit resume and cover letter detailing relevant experience.
KPI (To Assess During Interview Process):Follow-up conversion rates at each stage of the sales pipeline
Lead wastage reduction metrics
Average lead response time
Lead revival success rates
Training program effectiveness and ROI
Staff development and progression metrics
Monthly appointment generation targets
Lead-to-appointment conversion rates
Team performance metrics and KPIs
Customer satisfaction scores
Database management and data quality
Staff retention and development
Implementation of new technologies and processes
Lead Optimization Metrics (To Assess During Interview Process):Percentage of leads contacted within first hour
Follow-up attempt success rates
Lead aging analysis
Cost per converted lead
Lead revival success rate#J-18808-Ljbffr