Job Context

Pendulum Motion is looking for a highly motivated, hands-on, and result-oriented professional to lead its telesales and customer support team.

The selected candidate will be responsible for recruitment, training, team supervision, KPI monitoring, quality control, sales target achievement, reporting, rostering, and overall operational performance.

This role is ideal for someone who has practical experience in a telesales-oriented company and can build, coach, and manage a high-performing team through proper execution, monitoring, and accountability.

Job Responsibilities

• Lead and manage telesales and customer support operations.
• Recruit, interview, select, and onboard suitable telesales and customer support agents.
• Conduct product, communication, customer service, telesales, objection-handling, and closing training.
• Prepare and improve call scripts, sales pitches, objection-handling guidelines, and coaching materials.
• Set and monitor individual and team KPIs, including call volume, conversion rate, sales achievement, productivity, attendance, and quality score.
• Monitor live and recorded calls and conduct regular quality checks.
• Provide structured feedback, coaching, and performance improvement plans.
• Identify weak performers and take timely corrective action.
• Ensure achievement of daily, weekly, and monthly sales targets.
• Prepare and review daily, weekly, and monthly performance reports.
• Use dialer, CRM, ticketing, and reporting systems to monitor calls, leads, follow-ups, sales, and customer interactions.
• Analyze dialer and CRM reports to identify performance gaps and improvement opportunities.
• Prepare and manage agent rosters, shifts, attendance, leave, and manpower requirements.
• Handle customer escalations and ensure timely resolution.
• Coordinate with management, clients, technical teams, and other departments as required.
• Maintain team discipline, service quality, and a target-driven work culture.
• Support the launch and management of multiple telesales and customer support campaigns.