Telesales Delivery Manager

TP. Ho Chi Minh

Posted May 13, 2026

Dialer Strategy & Performance Optimization

Own end-to-end dialing strategy and performance, including dialing modes, retry logic, call treatment, and lead prioritization.
Manage and optimize campaign configuration in Genesys (call lists, agent groups, skills, campaign parameters).
Define and track KPIs for dialing performance (connection rate, attempt rate, conversion, productivity, etc.)
Design and evaluate dialing experiments/pilots; recommend scaling or adjustments based on performance impact.
Optimize call volume allocation and capacity planning based on headcount and business priorities and aligning with Head of TLS.
Continuously improve dialing efficiency to maximize business outcomes while controlling telecommunication costs.
Ensure compliance with regulatory and internal standards in TLS interactions.

Systems, Data & Reporting Ownership

Own and maintain Dialer-TLS-related reporting and analytics, including campaign performance tracking, real-time monitoring (CC Pulse / PowerBI Dashboards), SQL-based reporting.
Ensure data accuracy and consistency across Genesys, CVM, and reporting systems.
Lead root cause analysis for dialing and performance issues, ensuring resolution and post-implementation validation.
Maintain system readiness for new initiatives, ensuring smooth deployment and minimal disruption.

Cross-functional Coordination & Delivery Governance

Coordinate with TLS, DSS, CRM, IT, Risk, and other teams to ensure alignment on requirements, priorities, and delivery timelines.
Validate feasibility and impact of new digital/automation solutions before deployment.
Track and report initiative progress, risks, and performance outcomes to stakeholders.
Ensure all dialing activities comply with regulatory and internal standards.

Team Leadership

Lead and develop the team responsible for campaign setup, monitoring, and performance analysis.
Set clear goals, KPIs, and priorities aligned with overall Telesales performance targets.
Build team capability in data analysis, dialer optimization, and problem-solving.

Experience in System/Solution Delivery roles, Business Analysis or Project Management.
Experience with call center, telesales, or customer contact systems and processes is strongly preferred.
Understanding of contact center technologies, call routing logic, inbound/outbound campaign management, and operational performance drivers.
Able to translate business needs into clear process/system solutions and requirements and coordinate delivery with IT and TLS, and other stakeholders.
Strong stakeholder management skills, customer-centric and sales-centric mindset, ownership, and result orientation.
Fluent English communication.

If you are referred for this position by our Employee/Recruitment Collaborator, please apply via this LINK.

If you are an internal candidate, please apply via this LINK.

Otherwise, please click the Apply button as below for application.

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