Team Leader – PL Fulfilment – Telesales Fulfilment

Job Description

Team Leader – PL Fulfilment | Mashreq

The Tone:
This is a full-time role at Mashreq, a leading financial institution in the Middle East. This position is located in the United Arab Emirates. As a Team Leader, you will play a crucial role in driving the performance of the Telesales Unit, ensuring the achievement of sales targets and maintaining high service standards. Your leadership will directly impact the bank’s ability to convert leads, optimize operations, and enhance customer satisfaction within the Retail Banking Group.

The TL;DR
• Role: Full Time
• Location: In-person United Arab Emirates
• Team: Telesales Unit, reporting to the Head of SSDM
• Mission: To manage the team of Telesales Agents and ensure that all telesales activities are directed to meeting sales targets.

What You’ll Actually Do
• Target Achievement: Lead the telesales team to consistently meet and exceed sales lead targets, ensuring that the number of unqualified leads remains below 3%.
• Project Execution: Efficiently execute sales projects by organizing workshops to set clear goals, develop game plans, identify dominant buying motives, and build compelling value propositions.
• Performance Management: Monitor calls, provide consistent coaching, and deliver constructive feedback to Telesales agents, evaluating product knowledge through quizzes and offering counseling for improvement.
• Team Development: Manage the entire lifecycle for Telesales agents, including selection, recruitment, comprehensive training, certification, and effective deployment within the team.
• Operational Optimization: Design effective sales scripts for various products and campaigns, ensuring smooth job flows through adequate list management, staffing, and assignment, while continuously revising approaches based on calling list characteristics.

The Must-Haves
• Background: University Graduate with excellent people management skills, focused on sales and customer experience.
• Experience: 3-5 years experience in a supervisory position within a similar work environment, with at least 3 years specifically managing people.
• Skills: Strong sales and customer focus, excellent presentation skills, analytical and computer skills, adaptability and versatility to different situations, and the ability to think creatively under pressure.
• Bonus: Practical marketing background.