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 the telesales team to deliver sales lead targets while optimizing team performance, resource utilization, and operational efficiency through strategic planning, process improvement, and agent development.

Key Responsibilities

Sales Targets & Lead Quality

• Deliver sales lead targets for the team.
• Ensure unqualified leads remain below 3%.
• Position quota decisions on lead generation and adjust for employee illness, vacation, and holidays.
• Make decisions on matters relating to improving lead generation and customer satisfaction.

Project Execution & Strategy

• Ensure efficient execution of projects through short-term workshops for goal-setting, game planning, and identification of dominant buying motives.
• Build value propositions around dominant buying motives, examine obstacles, review sales approach and tactics, and identify winning strategies.
• Schedule projects to generate sales leads and accurately plan capacity to enable consistent sales conversion levels.
• Generate competitive knowledge and create benchmark standards for the team.
• Design scripts for effective product presentation for different products and campaigns.
• Continually revise ideas and approaches in response to different calling lists and priorities.

Operations & Resource Management

• Ensure smooth operations of job flows by maintaining adequate lists, sufficient staff, and assigning exact jobs.
• Measure and improve cost efficiency of Telesales through optimal utilization of resources.
• Liaison 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.
• Design performance measurement metrics, evaluate results, and action.

Team Management & Development

• Select, recruit, train, certify, and deploy Telesales Agents.
• Conduct call monitoring, coaching, and feedback for Telesales agents.
• Develop and conduct quizzes to evaluate product knowledge, assess results, and follow with coaching and counseling.
• Conduct appraisal performance and MBO reviews for the team.
• Make decisions on telesales strategy, processes, and training requirements for team members.
• Make decisions on work shifts, break scheduling, and leave applications.