Team Leader.Injaz-RBG-DBC PL Fulfillment.Retail Banking Group

Mashreq
United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

MashreqBank JOB DESCRIPTION 1 Job Title Team Leader – PL Fulfilment Department Telesales Unit Direct Supervisor Head of SSDM Job Number RBG--128 2 Job Purpose - To manage the team of Telesales Agents and ensure that all telesales activities are directed to meeting sales targets. - To develop and implement telesales strategies and objectives as well as set challenging sales target and ensure that these targets are achieved. - To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as human resources. 4 Key Result Areas - Responsible for delivery by the team of sales leads targets. - To ensure that number of unqualified leads are below 3% - Ensure efficient execution of projects, which entails holding short-term workshops for setting goals, game plans, identify dominant buying motives. - Building value propositions around dominant buying motives, examine obstacles, review sales approach / tactics used and identify winning strategies. - Liaise with Sales Manager & Product for calling programs and adequate lists. - Schedule projects to generate sales leads and accurately plan for capacity to enable consistent sales conversion level. - Generate competitive knowledge and create benchmarking standards for the team. - Measure and improve cost efficiency of Telesales by optimal utilization of resources. - Plan and recommend technology support and requirements to increase automation, streamline processes and improve productivity of the Telesales agents. - Design performance measurement metrics, evaluate and action. - Call monitoring, coaching and feedback of Telesales agents. - Develop and conduct quizzes to evaluate product knowledge, assess results and flow with coaching and counseling. - Select, recruit, train, certify and deploy Telesales Agents. - Design scripts for effective product presentation for different products in related different campaigns. - Ensuring smooth operations of job flows by having adequate lists, sufficient staff and assigning exact jobs. - Continually revise ideas, approaches in response to different calling lists and understanding prioritizing the incoming jobs. 5 Operating Environment, Framework and Boundaries, Working Relationships- Operate in a Tele-Sales environment. - Interaction with Product Managers, Operation Managers, Local Market Managers and Inbound Management for action and follow up. 6 Problem Solving - Recommendations to management for process improvement through root cause analysis of problems and recommendations for product / process / procedural changes. - Real-time crisis management, ownership and problem resolution. - Resolve working issues within the team as well as between telesales and other units. - Resolve customer related issues. 7 Decision Making Authority & Responsibility - Responsible for making decisions on telesales strategy, processes and training requirements for team members. - Conducting appraisal performance / MBO reviews for the team. - Position quota decisions on lead generation and adjustments to accommodate employee illness, vacation and holidays. - Required to make decisions on work shifts, break scheduling and leave applications. - Required to make decisions on any matters relating to improving leads generation and customer satisfaction. 8 Knowledge, Skills and Experience - University Graduate. - Excellent people management skills. - 3-5 years experience in similar work environment in supervisory position (at least 3 years in managing people). - Preferably has a practical marketing background. - Has strong Sales and customer focus and ability to think creatively and work under pressure. - Excellent presentation skills. - Good team player with result driven attitude. - Business sensitive. - Has analytical and computer skills. - Adaptable and versatile.

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Financial Services
Dubai, United Arab Emirates
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