Kerja Sepenuh Masa, Head of Regional Telemarketing - Ticketing di Asia Recruit Selangor - Maukerja

• Own funnel targets for inbound leads across all markets: appointments booked, show-up rate, conversion to transaction. 
• Optimize lead conversion: qualification quality, pipeline velocity, follow-up discipline.
• Build contact strategies, scripts and call cadences with sales and marketing, adapted per market. 
• Hold agents and managers to reporting cadence and quality standards.
• Own resolution and routing for enquiries, complaints and service requests across car purchase, car sale and workshop booking channels.
• Set intent classification and routing rules so tickets reach the right team first time. 
• Manage escalations and complaint recovery, closing the loop with whichever team caused the issue. 
• Hold response time, first-contact resolution and CSAT to agreed standards.
• Lead telemarketing/ticketing managers and agents across multiple business units, countries and time zones, onshore and offshore. 
• Set headcount plans and shift coverage against demand patterns in each market. 
• Develop the management layer through coaching, performance reviews and succession planning, acting early on underperformance. 
• Standardise what should be common across markets and allow local variation where it earns its place.
• Report weekly on conversion, cost per appointment, resolution time, CSAT and productivity, with the analysis behind the numbers. 
• Manage regional budget across onshore, offshore and technology spend. 
• Reduce cost-to-serve without trading away conversion or experience.
• Own the roadmap toward an agentic ticketing operation, with AI handling intake, triage, qualification, routing and routine follow-up. 
• Define what AI handles and what stays human, with escalation rules and quality checks that make the split safe. 
• Redeploy experienced agents onto complex, high-value and emotionally difficult work as automation absorbs routine volume. 
• Partner with product and transformation team on build priorities

QUALIFICATIONS

• 7–10 years leading customer-facing sales or service operations at scale, ideally in high-growth tech, marketplace or consumer businesses. 
• Demonstrable funnel improvement: specific numbers, specific interventions. 
• Hands-on experience implementing CRM and ticketing platforms. 
• Multi-market leadership across cultures, languages and time zones, including offshore models. 
• Working knowledge of AI and automation in an operations context. Direct build experience is an advantage rather than a requirement. 
• Comfortable holding performance standards while keeping teams engaged through change. 
• Proficiency in additional Asian languages a bonus.