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.

5Operating Environment, Framework and Boundaries, Working Relationships6

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.