Assign leads to Sales daily during business hours (manual or auto round-robin); route ad-hoc referral leads as they arrive.

On weekends, support lead assignments before 2pm (usually within 15mins).

2. Leads Handling & Qualification

Ensure new leads, including those flagged from system/message errors, are contacted within 30 hours.

Monitor the workflow/AI agent handling inbound leads to ensure it's functioning correctly. Troubleshoot if needed.

Follow up on leads from paid channels to increase MQL conversion.

Audit the lead pipeline regularly to ensure MQL status is accurately reflected.

Partner with the Senior Growth Marketing Executive to analyze drop-off rates and identify improvements to the MQL rate.

3. Front-Line Communications

Handle inbound enquiries across office calls, WhatsApp, RIO, and email.

Act as the bridge between leads and Sales — managing reassignments, remarks, and clarifications.

Direct enquiries to the appropriate internal function (e.g., customer support) when outside scope.

Maintain brand voice and tone in all lead and customer interactions.

Maintain and update internal messaging templates (WhatsApp) used for lead and customer communications.

4. BPO Collaboration & Lead Intelligence

Manage upload/download of calling lists, ensuring clean data flow between internal systems and the BPO.

Analyze BPO call outcomes to support MQL identification, filtering, and workflow refinement.

Maintain call scripts/templates used by the BPO.

Conduct periodic QC on BPO performance — via direct customer check-ins (e.g. lead verification) or call recording reviews.