Telemarketing Executive-Jobs in United States

Responsible for handling a team of CSRs providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA standards and ensure customer satisfaction by focusing on productivity, customer service, and upselling. Provide intensive coaching to new staff on products and systems, develop existing CSRs, mentor staff, and offer coaching and motivational support. Continuously review work processes for improvement and ensure effective supervision.

• Organize and supervise the work of the assigned team to ensure efficiency and compliance with operating procedures and policies.
• Provide on-the-job training and constructive feedback to support team development.
• Promote the organization’s values and ethics to foster a value-driven culture within the bank.

• Monitor financial performance versus budgets and report variances to management.

• Implement policies and procedures for the team to ensure compliance and quality service.
• Participate in continuous improvement initiatives to enhance systems, processes, and practices.

• Prepare timely and accurate reports to meet department standards.

• Handle a team of CSRs providing 24/7 support, maintaining SLA standards.
• Report on performance metrics and conduct quality evaluations.
• Manage team development through coaching, training, and motivational activities.
• Supervise shifts, handle escalations, and ensure operational controls are maintained.
• Promote sales, cross-selling, and lead generation; conduct appraisals and recommend training needs.

Operate within group policies and governance frameworks. Make decisions as per the authorized matrix.

• Bachelor’s degree (minimum)

• At least 3 years relevant experience in customer service/contact center.
• Must hold a valid UAE National family book.

Customer service, product knowledge, quality focus, problem-solving, market knowledge, documentation, listening, phone skills, conflict resolution, analytical skills, multitasking, excellent communication in English & Arabic.

No

Full-time