Sales Team Leader

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

• 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

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.