Head of Telesales and Kiosks

Head of Telesales and Kiosks

Confidential: Dubai, United Arab Emirates (On-site)

Job Summary:

The Telesales Head will manage the telesales team and all telesales activities within the company.

Roles and Responsibilities:

• Motivate staff and leading the team to achieve targets.
• Coordinating with Marketing team to plan and execute telesales related digital campaigns.
• Interview and select new members of the telesales team.
• Develop telesales strategies, targets and key performance indicators.
• Develop and implement telesales commission and ensure its adherence with the overall commission policy in addition to its competitiveness with competitor’s commission schemes.
• Develop and maintain standard workflow processes for business standardization and continuity.
• Excellent hands-on experience of using CRM and ERP systems.
• Responsible for correct, detailed, applicable and accurate client’s database.
• Perform regular QA on random sample of recorded Telesales PA’s calls.
• Forecast and analysis of telesales data and recommend better practices to increase sales volume.
• Report on progress towards telesales KPI’s, identify deviations from KPI’s targets and suggest. relevant training/ coaching needed to help his/her employees to fulfil their KPI targets.
• Provide reports, reflecting the department’s performance and achievements.
• Ensure fair workload and leads distribution among the team to ensure that there is no bias, favouritism and discrimination in dealing with their team members.
• Provide a clear and transparent understanding of staff career development in the department.
• Conduct periodic status meetings with the department.
• Interact with Sales team to ensure the direct leads are being well taken care of.
• Interact closely with Sales, Marketing, IT, and Audit departments to ensure full alignment/ engagement for the interest of the business results.

Qualifications and Skills:

• Bachelor’s degree in Marketing, Business Management, or a related field
• At least 7+ years of work experience as a Telesales Manager or a similar role
• Familiarity with the latest industry trends and developments
• Excellent communication, presentation, and negotiation skills
• Good time management and organizational skills
• Strong leadership skills
• Ability to multitask and handle stressful situations
• Highly motivated and detail-oriented individual
• Ability to work under pressure