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Job DescriptionEligibility: New joiners must complete at least 2 years of service in the organization. Staff must have completed at least 1 year of service in their current role. Staff who are either on the same role band or one level lower can only apply to the advertised vacancy. Mandate Skill Set Bachelor’s Degree must. Team handling experience. Minimum 2 years banking sales experience Organization Unit PurposeThe Outbound unit of the contact center is a revenue generating unit and makes outbound calls to the existing customers of the bank to cross sell a product/product, basis eligibility and need identified.Job Purpose Team Leaders manages a team of 10-15 telemarketing agents depending on the complexity of the process and revenue generation. 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 Job ContentKey DeliverablesAchievement 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. 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. Customer satisfaction Take customer escalation calls and ensure that they are handled to satisfaction. Risk and quality adherence Ensure Tanfeeth OM is applied in the unit’s daily activity. Job /Person SpecificationsTechnical & Professional Skills Team handling experience. Banking & Sales experience Language proficiency – English / Hindi or English / Arabic Managerial & Leadership Skills Relationship and conflict management Communication skills Negotiation and Influencing Lead/motivate team. Achievement oriented Behaviors Ability to lead, plan and manage change. Initiative Proactive/Self starter Deadlines driven. Decisive About UsTanfeethEstablished in 2011, Tanfeeth is the Gulf Cooperation Council’s (GCC) first large-scale Business Service Partner and fully owned subsidiary of Emirates NBD. Tanfeeth is dedicated to supporting the Emirates NBD Group by delivering regional expertise, cost productivity, and excellence in customer service delivery in terms of quality, consistency and efficiency, to the Group’s growing customer base.In Arabic, ‘Tanfeeth’ means ‘getting the job done’ and that’s exactly what we do! We function as an operations and service platform with international customer service standards. Our end goal is to continue to raise the benchmark for customer service across the region and deliver exceptional customer experience through partnership, passion & people.
