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

Role Overview

Assistant Team Leader, Injaz-RBG-DBC PL Fulfillment, Retail Banking Group at Mashreq.

Role Purpose

Manage and lead a telesales team to meet and exceed sales targets through effective strategy development, performance monitoring, and continuous process optimization. Ensure service standards, team productivity, and efficient execution of sales lead generation projects.

Key Responsibilities

Sales Strategy & Target Management

• Develop and implement telesales strategies and objectives aligned with organizational goals.
• Set challenging sales targets and ensure that these targets are achieved by the team.
• Deliver sales lead targets on behalf of the team.
• Position quota decisions on lead generation and make adjustments to accommodate employee illness, vacation and holidays.
• Make decisions on telesales strategy, processes and training requirements for team members.

Performance Monitoring & Optimization

• Monitor, evaluate and measure team performance to achieve top productivity and efficiency.
• Design performance measurement metrics, evaluate and action.
• Maintain service standards across all telesales activities.
• Ensure that number of unqualified leads are below 3%.
• Generate competitive knowledge and create benchmark standards for the team.
• Measure and improve cost efficiency of Telesales by optimal utilization of resources.

Project Execution & Planning

• Ensure efficient execution of projects, which entails holding short-term workshops for setting goals, game plans, and identifying dominant buying motives.
• Build value propositions around dominant buying motives, examine obstacles, review sales approach and tactics used, and identify winning strategies.
• Schedule projects to generate sales leads and accurately plan for capacity to enable consistent sales conversion level.
• Continually revise ideas and approaches in response to different calling lists and understanding prioritizing the incoming jobs.
• Ensuring smooth operations of job flows by having adequate lists, sufficient staff and assigning exact jobs.

Coaching & Agent Development

• Conduct call monitoring, coaching and feedback sessions with telesales agents.
• Develop and conduct quizzes to evaluate product knowledge, assess results and follow 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.

Stakeholder Coordination

• Liaise with Sales Approach Development Manager and CKBM for calling programs and adequate lists.

Technology & Process Improvement

• Plan and recommend technology support and requirements to increase automation, streamline processes and improve productivity of telesales agents.

People Management

• Conduct appraisal performance and MBO reviews for the team.
• Make decisions on work shifts, break scheduling and leave applications.
• Make decisions on any matters relating to improving leads generation and customer satisfaction.