Asesor Call Center Telemarketing Outbound

We are seeking a Call Centre Telemarketing Outbound Advisor to supervise, coordinate, and ensure that agents execute outbound telemarketing campaigns correctly.

You will guarantee that commercial objectives are met, quality standards are upheld, and regulatory compliance is maintained. This involves managing team performance, daily operational control, and continuous process improvement.

Key Responsibilities:

• Oversee daily operations of the Telemarketing Outbound team, ensuring commercial objectives, productivity, and quality standards are met.
• Manage individual and collective performance by tracking and analysing key indicators (e.g., conversion, productivity, quality, and compliance).
• Provide coaching, guidance, and continuous feedback to agents to enhance commercial skills, attention quality, and adherence to processes.
• Monitor and evaluate calls to validate script compliance, internal guidelines, operational controls, and applicable regulations.
• Foster a positive and results-oriented work environment, promoting teamwork and good performance practices.
• Ensure internal control and operational controls are adhered to, minimising risks and incidents.
• Verify accurate and timely recording of management activities in authorised systems and tools.
• Identify areas for improvement in processes, scripts, and operations; propose and implement corrective actions.
• Escalate operational, quality, technological, or compliance incidents to responsible areas.
• Support the implementation of operational changes, campaign adjustments, new product launches, and process updates.

Leadership and Teamwork:

• Self-management and leadership: organise, prioritise, and lead by example.
• Collaborative work and ethics: promote respect, collaboration, and good practices.
• Quality and compliance reference: promote adherence to conduct standards and regulatory compliance.

Knowledge of the Function:

• Degree in administration, marketing, sales, or related fields.
• Previous experience in telephone sales, call centre, or customer service.
• Effective communication skills.
• Results-oriented and commercially focused.
• Negotiation and objection-handling skills.
• Active listening and customer orientation.
• Tolerance for frustration and ability to work under pressure.
• Intermediate Office software skills.

At HSBC, we value our employees and offer a range of benefits, including a competitive package of paid leaves.

You can find more information about our goals and values at: https://youtu.be/zjrWwmYbXqo