- Provide highly technical and analytical support for managing Mashreqbank Customer Contact – Sales & Retention.
- To collage, analyze and interpret sales and retention data to provide meaningful information for RBG Senior Management for all Sales & Retention indicators across all channels.
- Provide actionable information on DBC volumes, trends, customer behavior etc.
- To continuously monitor performance indicators and capacity plans in order to achieve optimal performance.
- To integrate and publish Key Performance indicators on an individual and team basis.
- E2E Manage Avaya Auto Dialer (POM) latest technology
- E2E reporting and forecast
- Qualitative and quantitative analysis with segment management perspective (across products / sub-segments) to identify specific gaps, opportunities for further strategy formulation and business development.
- Modification, restructuring and building of DBC databases in coordination with BIU product management requirements.
- Provide technical and objective critique of the regional business performance across a variety of complex and sophisticated business scenarios.
- Prepare analytical studies on pre / post marketing campaigns.
- Market intelligence system to identify customer behavior trends.
- Ensure efficient and accurate calculation of employee wise incentive amounts (hardship allowances).
- Share qualitative and quantitative analysis with segment management
- Provide DBC senior management with employee performance summaries with recommendations on improving performance levels further.
- Product Managers to provide analytic support and attrition management.
- BIU and Product Heads to manage Campaign / promotions.
- HR & PMU for Channels performance and sales tracking.
- External vendors like Avaya, Cisco etc..
- At least 2 years of related Telesales unit MIS and Auto dialer management, with:-
- Very good experience in Avaya Auto Dialer (POM) and its structure
- Full understanding of campaign management
- Strong understanding of Mashreqbank products, parameters and design.
- Understanding of the key profitability drivers – behavioral and non-behavioral – and market segmentation concepts and methodologies.
- Detail orientation and analytical capabilities – credibility and objectivity.
- High level of analytical, report writing, presentation and PC skills.
- Experience with databases with fair knowledge of data warehousing concepts, application and complexity.
- Orientation of banking application structures and design.
- Knowledge of statistical tools such as MS Office Professional, SQL and Business Object.
- Excellent M.S Office Skills