SeniorFull TimeEN
This position is responsible for owning and managing the day-to-day operations of the Telesales channel for Personal Finance (PF), across both inbound and outbound streams. The Telesales Operations Supervisor ensures the channel consistently delivers against SLAs, maintains healthy acquisition costs, and drives sales conversion rates. The role has full ownership of operations, procedures, BPO management, CAC, and sales conversion rate performance.
Own the end-to-end telesales operations: ensure BPO partners deliver against agreed SLAs, monitor and control CAC and incremental CAC, and plan, deploy, and iterate on campaigns according to business needs and priorities.
Own and manage the tooling stack used by the telesales team, ensuring tools are properly configured, maintained, and leveraged to maximize operational efficiency.
Define and enforce operational best practices across the telesales channel, ensuring quality, consistency, and compliance in all customer interactions.
Collaborate with Marketing, Product, and Product Marketing teams to surface insights from customer conversations and translate them into improvements to customer-facing aspects of the product.
Partner with the Analytics team to establish measurement frameworks, track channel KPIs, and report on performance with accuracy and rigor.
Bachelor's degree in Marketing, Business, or a related field — or equivalent practical experience in a similar role.
Strong understanding of D2C sales operations, including inbound and outbound channel dynamics.
Proven experience managing BPO partners and coordinating across cross-functional stakeholders.
Excellent project management and communication skills, with the ability to operate effectively across functions and levels of seniority.
Intermediate to advanced SQL skills.
Hands-on experience working within or alongside sales channels.
Nice to Have
Fluency in English (written and spoken).
Experience designing and interpreting A/B tests.
