Job Description

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

Role Summary

The Head of Telesales and Retention is responsible for defining, implementing, and overseeing the strategies and operations of the company's outbound  telesales activities aimed at acquiring new customers, upselling/cross-selling to existing ones, and crucially, retaining the existing customer base to minimise churn. This role requires a strategic thinker with strong operational management skills, a deep understanding of the telecommunications industry, and proven experience in leading high-performing sales and retention teams in a contact centre environment.

Key Accountabilities

Strategy Development & Implementation:

• Develop and execute comprehensive telesales strategies to achieve aggressive sales targets for new customer acquisition and revenue growth.

• Design and implement effective customer retention strategies and programmes to reduce churn and increase customer lifetime value (CLTV).

• Align telesales and retention strategies with overall company objectives, marketing campaigns, and product launches.

Team Leadership & Management:

• Lead, mentor, and develop a large team of telesales and retention managers, team leaders, and agents.

• Set clear performance expectations, goals, and KPIs for individuals and teams (e.g., conversion rates, average handling time, churn rate, save rate, ARPU).

• Implement effective coaching, training, and performance management programmes to enhance team skills and productivity.

• Foster a high-performance culture focused on achieving targets, customer satisfaction, and continuous improvement.

Operational Management:

• Oversee the day-to-day operations of the telesales and retention contact centres.

• Optimise call flows, scripts, and sales/retention processes for efficiency and effectiveness.

• Ensure adherence to all relevant regulations, compliance standards, and company policies.

Performance Analysis & Reporting:

• Establish robust reporting mechanisms to track key metrics and performance indicators.

• Analyse sales data, churn data, customer feedback, and operational metrics to identify trends, opportunities, and areas for improvement.

• Provide regular, insightful reports and presentations on performance, challenges, and strategic initiatives to senior management.

Process Improvement & Technology Utilisation:

• Continuously evaluate and improve telesales and retention processes, tools, and technologies.

• Work closely with IT and other departments to leverage CRM systems, dialler technology, analytics platforms, and other tools to enhance performance and customer experience.

• Identify opportunities for automation and digital integration within the telesales and retention functions.

Collaboration & Stakeholder Management:

• Collaborate effectively with other departments, including Base Management, Marketing, Product Development, IT, to ensure seamless customer journeys and aligned objectives.

• Represent the telesales and retention functions in cross-functional projects and initiatives.

Budget Management:

• Develop and manage the departmental budget, ensuring cost-effectiveness while achieving strategic goals.

• Forecast sales revenue and retention savings.

Customer Experience:

• Ensure that all telesales and retention interactions deliver a positive and professional customer experience, reflecting the company's brand values.

• Implement quality assurance programmes to monitor call quality and agent performance.

Requirements

• Strong leadership in telesales and customer retention, or similar; preferably in telecommunications.

• Proven ability to drive sales growth and reduce churn.

• Skilled in managing large teams and setting performance KPIs.

• Experience with CRM tools, call centre tech, and process improvement.

• Strong analytical, communication, and stakeholder management skills.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Job Requirements