Telemarketing Team Leader

RESPONSABILITATI

• To build a solid Tele-Sales force that delivers bank products in an efficient, cost effective manner ( perform activities such as x-sell activities, customer retention and anti-attrition program, usage programme, upgrade activities, etc )
• Achieve sales targets by providing courteous and efficient information regarding products & services offered both to existing and potential customers. Achieve agreed standard for call handling quality, productivity and availability.
• Ensures both current and potential Retail Bank customers receive the highest level of courteous and professional service.
• Monitors on a daily basis the staff performance and productivity, ensures direct reports meet their individual objectives and perform to established standards.
• Permanently keeps updated on all products and bank processes;
• Ensure all policies and procedures are understood by direct reports and are properly implemented
• Review and update together with the Regional Manager all sales processes, sales scripts and systems
• Create the Telemarketing Manual and keep it updated
• Ensures together with Regional Director that all Telemarketing Officers have the proper sales tools and marketing materials necessary to perform unit and individual Sales Plan
• Ensure quality sales experience for servicing the customer
• Ensures that Telemarketing Officers respect working hours and agreed individual service standards of performance;
• Provides regular feedback to Regional Director about targeted customer segments
• Manages the daily reporting activity for Telemarketing Officers
• Manages the daily reporting activity to the Regional Director
• Daily update meetings with Telemarketing Officers
• Acts as first escalation level and resolves as quickly as possible all issues escalated by staff according to the company policy;

CERINTE

DESCRIEREA FIRMEI

RBS is one of the leading financial organizations in the world. It was established in 1727 and at the moment it employs 170,000 people in more than 50 countries and serves about 40 million clients all over the world.