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

Role Overview

Team Leader – PL Fulfillment with Injaz-RBG-DBC, Retail Banking Group at Mashreq Bank. Reports to Head of SSDM within the Telesales Unit. Job number RBG-128.

Role Purpose

To manage a Telesales Agent team and direct all telesales activities toward meeting sales targets. Develop and implement telesales strategies, set challenging sales objectives, and ensure targets are achieved. Maintain service standards, monitor and evaluate performance to drive productivity and efficiency from both systems and human resources.

Key Responsibilities

Sales & Target Management

• Deliver team sales leads targets.
• Set challenging sales targets and ensure achievement.
• Schedule projects to generate sales leads and accurately plan capacity to enable consistent sales conversion levels.
• Position quota decisions on lead generation and adjust to accommodate employee illness, vacation and holidays.

Lead Quality & Efficiency

• Ensure unqualified leads remain below 3%.
• Measure and improve cost efficiency of Telesales through optimal resource utilization.
• Generate competitive knowledge and create benchmarking standards for the team.

Strategy & Planning

• Develop and implement telesales strategies and objectives.
• Hold 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, and identify winning strategies.
• Continually revise ideas and approaches in response to different calling lists and prioritize incoming jobs.
• Design scripts for effective product presentation for different products in related campaigns.

Operations & Process

• Ensure efficient execution of projects.
• Ensure smooth operations of job flows by maintaining adequate lists, sufficient staff and assigning exact jobs.
• Liaise with Sales Manager and Product teams for calling programs and adequate lists.
• Plan and recommend technology support and requirements to increase automation, streamline processes and improve productivity of Telesales agents.
• Make decisions on work shifts, break scheduling and leave applications.

Performance Management & Measurement

• Monitor, evaluate and measure team performance to achieve top productivity and efficiency.
• Design performance measurement metrics, evaluate results and take action.
• Conduct call monitoring, coaching and feedback of 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.

Team Development

• Select, recruit, train, certify and deploy Telesales Agents.
• Excellent people management skills.

Problem Solving & Decision Making

• Provide recommendations to management for process improvement through root cause analysis and recommendations for product, process and procedural changes.
• Manage real-time crisis resolution and own problem resolution.
• Resolve working issues within the team and between telesales and other units.
• Resolve customer-related issues.
• Make decisions on telesales strategy, processes and training requirements for team members.
• Make decisions on any matters relating to improving leads generation and customer satisfaction.

Stakeholder Management

• Interact with Product Managers, Operations Managers, Local Market Managers and Inbound Management for action and follow-up.

Qualifications & Experience

• University graduate.
• 3–5 years experience in similar work environment in supervisory position.
• Minimum 3 years managing people.
• Preferably has practical marketing background.

Skills & Competencies

• Excellent people management skills.
• Strong sales and customer focus.
• Ability to think creatively and work under pressure.
• Excellent presentation skills.
• Strong team player with results-driven attitude.
• Business sensitive.
• Analytical and computer skills.
• Adaptable and versatile.

Additional Information

• Operating environment: Tele-Sales.