Senior Officer, Telesales Team Supervisor

BRITISH UNIVERSITY VIETNAM (BUV)

British University Vietnam (BUV) is the first and only international university in Vietnam to directly award British degrees from the prestigious University of London and other UK universities. BUV is rated a 5 Star university of excellence by the world recognised QS accreditor and is also recognised with a University-wide accreditation from the UK’s Quality Assurance Agency (QAA).

BUV has three main brand drivers:

• Offering accredited British and international higher education and training in Vietnam.
• Providing 5-star university campuses, learning spaces, and services.
• Including a Personal and Social Growth (PSG) Program that prepares students for the future of life and work.

Established in 2009, BUV provides teaching for both undergraduate and postgraduate programmes. Employability rates for students are exceptionally high with 100% of graduates from BUV either employed or continuing higher education within 3 months after graduation.

Students study at BUV’s award winning campus in the Ecopark township near Hanoi. With its state-of-the-art teaching and learning facilities and an iconic design, BUV is recognised as one of the best educational environments in Southeast Asia.

POSITION PURPOSE

The Telesales team serves as the first touchpoint with potential customers, contacting and qualifying leads from various data sources. The role involves understanding customer needs, categorizing leads for appropriate follow-up (by sales or telesales), and managing hotline operations.

This position plays a vital role in managing a team of telesales interns and directly contributes to achieving opportunity (Oppty) targets.

AREAS OF RESPONSIBILITY

Team Management (5+ Interns Telesales)

• Manage team attendance, work schedules, and daily operations according to business needs.
• Collaborate with the HR department to recruit new telesales staff.
• Develop training materials and conduct onboarding sessions on product knowledge, telesales scripts, and company policies.
• Supervise and motivate the telesales team to meet KPIs and deliver high-quality customer consultation services.
• Monitor lead scanning, appointment scheduling, and ensure accurate data entry into the CRM system.
• Regularly evaluate and score the quality of calls to identify areas for improvement and enhance service performance.

Telesales Strategy & Process Development

• Develop and optimize telesales scripts for lead qualification, event invitations, and customer engagement based on target groups.
• Design call scripts for CSAT checks and customer retention (drop leads), analyze feedback, and propose suitable retention strategies.
• Continuously analyze call data and conversion rates to identify process gaps and recommend improvements.

Performance Monitoring & Reporting

• Build and prepare periodic performance reports for management.
• Track and measure team performance against KPIs (e.g., number of calls, lead ratings, appointments booked, conversion rates).
• Set short-term and long-term call targets and ensure team alignment with business goals.
• Evaluate individual performance and recommend improvement plans to enhance productivity and results.

 POSITION SPECIFICATIONS

COMPETENCIES (knowledge, skills, and abilities)

• Bachelor’s degree in Business Administration or equivalent.
• Excellent English and Vietnamese verbal and written communication skills
• Minimum 3 year of experience managing a telesales or inside sales team (10+ members preferred).
• Experience in the education, fintech, banking, insurance, or healthcare industries is a plus.
• Strong leadership, people management, and coaching skills.
• Excellent communication and problem-solving abilities.
• Target-driven, proactive, and enthusiastic about customer engagement.
• Proficient in CRM tools and Microsoft Office/Google Workspace.
• Honest, adaptable, and highly responsible — suitable for a dynamic, fast-paced, startup-like environment.

COMPETENCIES (behavioural)

Essential

• Leadership & Team Management – Proven ability to supervise, motivate, and develop a telesales team to achieve performance targets.
• Communication Skills – Excellent verbal and written communication skills; able to engage confidently and professionally with customers and team members.
• Customer Orientation – Strong customer focus with the ability to understand needs and provide appropriate solutions.
• Sales & Negotiation Skills – Demonstrated ability to persuade and influence potential customers, maximizing conversion opportunities.
• Analytical Thinking – Skilled in analyzing telesales data, KPIs, and lead quality to identify trends and propose improvements.
• Planning & Organization – Ability to manage multiple priorities, set clear goals, and ensure timely completion of team deliverables.
• Problem Solving & Decision Making – Proactive in identifying challenges and implementing effective solutions under pressure.
• Accountability & Results Orientation – Committed to meeting and exceeding sales and operational targets.
• Adaptability – Comfortable working in a dynamic, fast-paced environment with frequent changes.
• Proficiency – Proficient in using CRM systems and productivity tools (Microsoft Office or Google Workspace).

Desirable

• Coaching & Mentoring – Experience in training and developing telesales staff or interns.
• Process Improvement – Ability to design and optimize telesales scripts, workflows, and customer engagement strategies.
• Market Insight – Understanding of the education industry, customer behavior, and competitive landscape.
• Driven Mindset – Experience in using data analytics to drive decisions and improve sales efficiency.
• Innovation & Initiative – Willingness to propose new ideas and pilot creative approaches to telesales and customer retention.
• Emotional Intelligence – Ability to manage interpersonal relationships with empathy and professionalism.
• Project Management – Experience coordinating cross-functional projects (e.g., ICT, Marketing, Admissions).

BENEFITS

• Highly competitive salary package (plus benefits) depending on qualifications/experience;
• 13th month Tet bonus (Vietnamese candidates);
• Annual cost of living adjustment;
• Annual salary increases and bonuses based on performance;
• Recognition & awards programmes;
• 20 days annual leave, plus Xmas closure, public holidays and 5 days paid sick leave;
• Healthcare plan (Private accident, medical, and dental insurance, including annual health checks);
• Education support for staff, spouse and children;
• Transportation support;
• Business travel insurance;
• Various staff events throughout the year (outings, year-end party, sports activities and other events);
• Onsite fitness and sports centre;
• Opportunity to work within a professional and multicultural environment.

Interested candidates should prepare an up-to-date CV and application letter indicating for which position you are applying. Please then select SUBMIT YOUR CV button on our JOBS AT BUV webpage or email to hr@buv.edu.vn. We will invite short-listed candidates for interviews. Recruitment will remain open until the position is filled.

Important Notice:

To strengthen communication and protect candidates from increasingly complex fraud risks, please note that BUV will never request any fees or payments during the recruitment process. Be cautious of scams that ask for money to apply.

The Human Resources Department (HRD) of BUV only uses the official email address hr@buv.edu.vn. If you are ever unsure about the authenticity of any information or request, kindly contact HRD at hr@buv.edu.vn or by phone at +84 2216 250 250 during office hours for verification and support.

Submit Your CV