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

Role Overview

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

Role Purpose

Lead a Telesales team to achieve sales targets and service standards through effective strategy development, performance management, resource optimization, and continuous process improvement across multiple calling programs and campaigns.

Key Responsibilities

Team Management & Sales Performance

• Manage the Telesales Agents team and direct all telesales activities toward meeting sales targets.
• Develop and implement telesales strategies and objectives.
• Set challenging sales targets and ensure achievement.
• Deliver on team sales leads targets.
• Ensure unqualified leads remain below 3%.

Performance Monitoring & Productivity

• Maintain service standards and monitor, evaluate, and measure performance to achieve top productivity and efficiency.
• Conduct call monitoring, coaching, and feedback for Telesales Agents.
• Design performance measurement metrics, evaluate results, and take action.
• Conduct appraisal performance and MBO reviews for the team.

Project Management & Strategy Development

• Ensure efficient execution of projects through short-term workshops for goal setting, game plan development, and identification of dominant buying motives.
• Build value propositions around dominant buying motives, examine obstacles, review sales approaches and tactics, and identify winning strategies.
• Liaise with Sales Approach Development Manager and CKBM for calling programs and adequate lists.
• Schedule projects to generate sales leads and plan capacity accurately to enable consistent sales conversion levels.
• Generate competitive knowledge and create benchmark standards for the team.
• Continually revise ideas and approaches in response to different calling lists and prioritize incoming jobs.

Cost Efficiency & Process Improvement

• Measure and improve cost efficiency of Telesales through optimal utilization of resources.
• Plan and recommend technology support and requirements to increase automation, streamline processes, and improve Telesales Agent productivity.

Staff Selection, Training & Development

• Select, recruit, train, certify, and deploy Telesales Agents.
• Develop and conduct quizzes to evaluate product knowledge, assess results, and follow up with coaching and counseling.
• Design scripts for effective product presentation for different products in different campaigns.

Operations Management

• Ensure smooth operations of job flows by maintaining adequate lists, sufficient staff, and assigning exact jobs.
• Position quota decisions on lead generation and adjust to accommodate employee illness, vacation, and holidays.
• Make decisions on work shifts, break scheduling, and leave applications.

Strategic Decision-Making

• Make decisions on telesales strategy, processes, and training requirements for team members.
• Make decisions on matters relating to improving leads generation and customer satisfaction.