Sales Team Leader

1. About the role

The Sales Team Leader provides guidance and constant support to the team, works to improve the process, and manage projects. They will accept ownership of ensuring that team is developed in all service quality functions. Team Leaders will manage a team of 10-15 telemarketing agents depending on the complexity of the process and revenue generation and to ensure a service-oriented and professional working environment with the call center team by supervising the performance of team members and executing necessary actions for their motivation

        2. Key Deliverables

1. Achievement of performance KPIs of net flows

• Deliver on key metrics daily.
• Ensure that each team member is equipped to handle the sales targets and training the support is provided to address gaps if any.
• Focus on day-to-day operations and ensure that targets for the day are being met.
• Give feedback and discuss performance with each team member on a periodic basis.
• Manage low performers to minimize impact on dip on sales achievement.
• Ensure newcomers in the team are given on the job training and brought up on the learning curve.
• Ensure staff engagement is high and a process of constant feedback and learning is developed within the team.
• Keep Attrition levels to less than 10% annualized.

       2. Service delivery

• Targets and performance management. 
• Setting separate targets for existing and prospect data.
• Agent motivation and coaching. 
• Identify the agents’ knowledge and skill gaps and work with the learning and development team to create and deliver appropriate training.
• Monitor agent call quality, compliance, and enhancement. 
• MIS & campaign management.
• Identify proactively opportunities to improve agent performance and create actionable plans that drive results.

       3. Customer satisfaction

• Take customer escalation calls and ensure that they are handled to satisfaction.

       4. Risk and quality adherence

• Ensure ENBD Services OM is applied in the unit’s daily activity.

        3.  What You'll Need

• Minimum 2 years of experience in Banking & Sales.
• Language – English / Arabic or English / Hindi. 
• Team handling experience.
• Knowledge of core banking systems.

         4. Benefits

• Competitive salary.
• Incentives based on the targets achieved.
• Career development opportunities.
• ENBD Employees' staff benefits.

ENBD

Emirates NBD, the leading Banking Group in the MENAT region, was formed on 19 June 1963, when H.H. Late Sheikh Rashid bin Saeed Al Maktoum signed the Charter of Incorporation of the National Bank of Dubai (NBD) which became the first National Bank established in Dubai and the United Arab Emirates (UAE). With the blessings of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, NBD merged with Emirates Bank International (EBI) on 06 March 2007, to form Emirates NBD, the largest banking group in the region by assets. On 16 October 2007, the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The merger between EBI and NBD to create Emirates NBD, became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the UAE to form a banking champion capable of delivering enhanced value across Corporate, Retail, Islamic, Investment, and Private Banking, Global Markets & Treasury, Asset Management and Brokerage operations throughout the region.