Role Overview
We are looking for an experienced Telesales Manager to lead and optimise telesales operations for the Indonesian market. This role focuses on conversion performance, agent productivity, process improvement and close collaboration with CRM and Retention teams.
The ideal candidate has hands -on leadership experience, understands Indonesian customer behaviour and is data -driven in managing performance and sales funnels.
Key Responsibilities
- Lead and manage telesales agents handling Indonesian players/customers
- Oversee welcome calls, first deposit conversion, second deposit, retention and reactivation flows
- Set daily, weekly, and monthly KPIs for agents and monitor performance closely
- Analyse call performance, conversion rates, and agent productivity
- Conduct regular coaching, QA reviews, and performance feedback sessions
- Optimise call scripts, objection handling, and sales approach based on market behaviour
- Coordinate with Ops and Marketing teams on campaigns and promotions
- Ensure compliance with internal SOPs and quality standards
- Provide regular performance reports and insights to management
Requirements
- Minimum 5 years experience in Outbound/ Telemarketing/ Telesales or Sales operations, with at least 2 years in a managerial role
- Proven experience handling the Indonesian market (language, culture, customer behaviour)
- Strong leadership and people -management skills
- Comfortable working with targets, KPIs, and performance dashboards
- Analytical mindset with experience using CRM tools and call systems
- Preferably Fluent in English (Able to speak Bahasa Indonesia is a plus)
- Preferably with experience in iGaming B2B or B2C.
Nice to Have
- Experience managing remote or hybrid sales teams
- Background in conversion funnels and retention collaboration
- Familiar with performance -based incentive structures
