Key Responsibilities

1. Sales & Service Delivery Excellence

Oversee daily telesales operations across assigned regions to ensure delivery against business KPIs. Ensure consistent execution of telesales touchpoint deployment, WOW experience standards, and sales fundamentals. Design and optimize interaction models, call flows, and communication channels to maximize productivity and conversion. Act as the escalation point for complex customer or distributor issues, ensuring timely and effective resolution.

2. Team Leadership & Capability Building

Lead, coach, and develop Supervisors and Telesales Agents to consistently achieve sales and service targets. Build a strong performance culture through clear expectations, regular feedback, and structured coaching. Identify skill gaps and deliver targeted training programs to uplift sales capability, product knowledge, and service mindset. Ensure proper workforce planning, scheduling, and adherence to operational standards.

3. Stakeholder & Partnership Management (Key Focus)

Act as the primary contact center representative for both internal and external stakeholders, including third-party telesales agencies. Ensure strong governance and alignment between internal teams and external partners to deliver shared business outcomes. Work closely with RTC Deployment, Trade Marketing, B2B Loyalty, CBC, D&A, and D&T teams to ensure alignment between strategy, systems, and execution. Partner with Regional Sales teams and Distributors to ensure seamless collaboration between field sales and telesales. Proactively communicate risks, dependencies, and progress to stakeholders, ensuring transparency and trust. Align telesales initiatives with broader commercial and digital transformation projects.

4. Budget & Cost Management (Key Focus)

Own end-to-end budget tracking for both internal telesales operations and external agency engagements, ensuring transparency and financial discipline. Partner with CBC and Finance teams to manage monthly budget tracking, MOA validation, and payment processes. Monitor costs, productivity, and ROI to ensure efficient use of resources. Support budget planning for telesales deployment, scaling, and optimization. Identify cost-saving and efficiency opportunities without compromising service quality or sales outcomes. Ensure financial discipline in staffing, incentives, tools, and operational expenses.

6. Governance, Compliance & Continuous Improvement

Ensure all operations comply with company policies, procedures, and industry regulations. Apply ITIL and service management principles to evaluate and improve operational processes. Stay updated on organizational changes, new initiatives, and market developments. Lead or support special projects and track progress against company objectives.

 

Qualifications & Skills

Bachelor’s degree required. Minimum 3–5 years of operations experience, with at least 2 years in a supervisory or people management role. Strong understanding of the beer market, B2B sales, and distributor-based commercial models. Proven experience in stakeholder management across multiple functions. Solid budget planning and cost control capabilities. Strong decision-making skills, particularly in scheduling, prioritization, and resource allocation. Excellent verbal and written communication skills. Hands-on leadership style with the ability to motivate and drive accountability. Strong analytical mindset with attention to detail. Project management capability with a track record of delivering results. Customer-centric mindset with a bias toward practical solutions.