Job Description
- Provide strategic leadership and operational oversight for the organization
- Develop and execute comprehensive plans to drive sales, improve customer service, and meet key performance targets across both channels
- Manage a team of telesales representatives, Operations, Quality, and support staff
- Analyze cross-functional data and metrics (e.g., call volume, conversion rates, handle times, customer satisfaction) to identify improvement opportunities
- Implement innovative solutions and best practices to enhance efficiency, productivity, and the overall customer experience
- Collaborate closely with other departmental leaders to ensure seamless integration and optimization of telesales activities
- Stay abreast of industry trends, regulatory changes, and technological advancements impacting banking, telesales, and call center management
- Resolve complex customer issues and complaints escalated from the telesales and call center teams
- Build and maintain strong relationships with key clients, partners, and stakeholders
-Oversee performance of Telesales, Operations, and quality team
Desired Candidate Profile
Profile:
- Bachelor's degree in Finance, business, management, or a related field; advanced degree preferred
- 10+ years of progressive leadership experience in both telesales and call center operations, preferably within the banking industry
- Proven track record of driving sales growth, improving customer satisfaction, and exceeding performance targets in a combined telesales and call center environment
- Exceptional leadership, coaching, and team-building skills to motivate and develop a diverse workforce
- Excellent communication, interpersonal, and problem-solving abilities
- In-depth knowledge of banking products, regulations, and industry best practices
- Proficient with telesales and call center software, CRM tools, and advanced data analysis techniques
- Ability to interpret complex data, identify trends, and implement data-driven strategies
- Adaptable to changing market conditions and able to lead organizational transformation
- Strong project management, budgeting, and financial acumen
The ideal candidate will have a successful history of overseeing high-performing, customer-centric telesales and call center operations within the banking industry.
Education:
Bachelor of Business Administration(Management)
Gender:
nm
Nationality:
Any Nationality
