Inside Sales Manager

Key Responsibilities

2.1 Team Management

• Lead and manage ISR Representatives and ISR Interns across outreach and follow-up functions
• Conduct daily team briefings, performance check-ins, and individual coaching sessions
• Monitor individual and team KPIs against daily, weekly, and monthly targets
• Enforce SLA compliance, including the 240-minute lead contact requirement
• Manage shift scheduling, rotation, leave coverage, and daily capacity planning
• Support new hire onboarding and ramp-up to full productivity

2.2 Funnel Operations

• Oversee the full ISR funnel: Lead > Contact > Qualified > Show > Close > Payment
• Ensure lead queues are cleared daily in priority order (fresh leads first, follow-up second)
• Monitor stage conversion rates and proactively identify and address leakage points
• Coordinate with Sales Engineers on appointment scheduling and pipeline progression
• Manage no-show and cancellation handling in accordance with ISR SOPs

2.3 Reporting and Analytics

• Prepare and deliver the ISR Daily Pulse report (calls, meetings, conversions, payments)
• Track and validate team activity in HubSpot, ensuring CRM data quality
• Identify bottlenecks in the funnel and escalate system or process issues to the Director of ISR
• Contribute to weekly and monthly performance reviews with actionable funnel analysis

2.4 Systems and Tools Governance

• Monitor Respond.io automation queues daily and flag any failures or anomalies
• Ensure team compliance with HubSpot data entry and deal stage update standards
• Coordinate with the Director of ISR on automation updates, workflow changes, and new tool rollouts
• Oversee AI-assisted sales tool performance and escalate issues when AI behaviour deviates from expectations

2.5 SOP Enforcement and Process Improvement

• Ensure all team members operate in accordance with current ISR SOPs
• Identify SOP gaps from team feedback and daily operations; escalate for documentation
• Support continuous improvement initiatives directed by the Director of ISR
• Maintain a working knowledge of all active SOPs and train team members accordingly

2.6 Document Collection and Payment Follow-Up

• Own the document collection pipeline: track which deals are pending docs, assign follow-up tasks to ISRs, and escalate stalled cases daily
• Enforce the monthly document collection rate target (≥90%) by monitoring pipeline-to-collected ratios and identifying drop-off points
• Run daily payment follow-up across all priority tiers: pre-approval, post-approval, and overdue accounts
• Coordinate with ISRs and Sales to ensure every closed deal has a clear next action for document submission and payment confirmation
• Flag deals at risk of lapsing due to incomplete docs or delayed payment before they surface in the weekly review
• Report document collection and payment status as a standing item in the ISR Daily Pulse

2.7 Complaints Management and SE Escalations

Detection and Logging

• Monitor proactive triggers: unresolved meeting outcomes, missed follow-up reminders, and communication channel flags
• Receive and verify customer-reported complaints (missed meetings, ghosting, lack of follow-up)
• Log every issue immediately in the tracker with full factual detail
• Upload supporting screenshots to CRM as reference

Resolution Oversight

• Track acknowledgement time (<30 minutes), resolution plan time (<4 hours), and customer contact time (<24 hours)
• Confirm the tracker is updated with resolution status on the same day

Trend Monitoring

• Review escalation volume and SLA adherence weekly
• Flag repeat escalations within a rolling month to the ISR Director
• Contribute to bi-annual SOP reviews based on escalation trends

Qualifications & Requirements

• Minimum 3 years in inside sales, telesales, or outbound B2C/B2B sales
• Minimum 1–2 years in a team lead, supervisor, or people management role
• Demonstrated experience managing a target-driven, high-volume sales team
• Track record of hitting or exceeding team revenue or conversion targets
• Strong command of CRM tools (HubSpot preferred; Salesforce or equivalent acceptable)
• Analytical mindset: able to read funnel data, identify conversion gaps, and act on insights
• Comfortable operating in a fast-paced, KPI-driven environment
• Clear communicator in Bahasa Malaysia and English (written and verbal)
• Organised and systematic: able to manage multiple agents and priorities simultaneously
• Confident in coaching underperformers and driving accountability without micromanaging

Pay: RM4,500.00 - RM5,000.00 per month

Work Location: In person