Role Purpose:
Responsible for the budget targets and strategy execution of the Consumer Lines business and to design, implement, and manage a fully functional telesales business unit that is focused on strong retention of existing customers, continuously converts a large customer database into qualified leads and closed sales, and adding new leads to the database, through structured processes, data-driven automation, and an empowered telesales team.
Key Responsibilities
1. Business Unit Setup
- Establish the telesales division structure, staffing, and performance framework.
- Develop operational workflows covering data intake, qualification, lead management, and sales conversion.
- Define and implement KPIs and dashboards to measure conversion, productivity, and ROI.
2. Data & Lead Management
- Build a continuous data funnel: develop partnerships and campaigns to acquire fresh data daily.
- Supervise data cleaning, enrichment, and qualification processes through lead generation agents.
- Implement systems to automate lead tracking and scheduling based on renewal dates and expiry patterns.
3. Lead Generation & Automation
- Manage lead generation agents responsible for outbound calls to validate customer information and qualify prospects.
- Design and oversee the automation of lead scoring, segmentation, and pipeline movement.
- Ensure compliance with PDPL and data privacy regulations in all data handling and outreach activities.
4. Telesales Operations
- Develop call scripts, objection-handling frameworks, and sales sequences tailored for motor insurance customers.
- Manage telesales agents who contact qualified leads based on policy renewal cycles to close sales.
- Annual training program for the Telesales team
- Drive performance through coaching, daily huddles, and continuous improvement of talk tracks and sales playbooks.
5. Performance & Reporting
- Analyze conversion metrics, agent productivity, and campaign effectiveness.
- Generate performance reports and actionable insights for management.
- Recommend process or technology improvements to increase efficiency and customer satisfaction.
Candidate Profile
Education:
- Bachelor’s degree in Business Administration, Marketing, Insurance, or a related field.
- Certification in telesales management or CRM systems (preferred).
Experience:
- Minimum 5–7 years of experience in telesales management within insurance or financial services.
- Proven track record of setting up or managing a telesales operation for motor insurance or related personal lines.
- Strong understanding of lead generation, CRM automation, data funnels, and outbound telesales processes.
Skills & Competencies:
- Excellent leadership and team development skills.
- Strong knowledge of CRM and telesales systems (e.g., HubSpot, Zoho, Salesforce, custom solutions, etc).
- Analytical mindset with experience using dashboards, metrics, and performance tools.
- Fluent in English. Arabic is an advantage.
- Strong communication, motivational, and coaching skills.
KPIs / Success Metrics
- Growth in qualified lead volume.
- Lead-to-sale conversion rate.
- Cost per acquisition.
- Agent productivity (calls per day, talk time, conversion).
- Database growth and renewal retention rates.