Mashreq - Assistant Team Lead - General Insurance / Direct Banking Center

Ensure basic hygiene and professional standards are maintained across the team.

• Observe individual performance and conduct regular reviews.
• Provide constructive feedback and coaching.
• Assist team members with queries related to general insurance products and processes.
• Coordinate with providers to resolve product-related issues.
• Organize product training sessions in coordination with providers.
• Ensure team members are up to date with product knowledge and process changes.
• Demonstrate strong interpersonal skills to manage staff effectively.
• Resolve internal and customer queries with empathy and efficiency.
• Support staff in handling customer interactions.
• Ensure high standards of customer service are maintained.
• Monitor calls and interactions for quality assurance.
• Provide coaching and feedback to improve service delivery.
• Deliver monthly sales targets for General Insurance through the Telesales team.
• Ensure effective utilization of dialer campaigns.
• Monitoring calling lists, lead allocation, and customer contact strategies to maximize reach and conversion.
• Set clear performance goals for agents.
• Provide structured coaching, monitoring, and feedback to tele sales agents to enhance performance and ensure compliance.
• Maintain high call quality standards.
• Ensure full adherence to regulatory and compliance requirements.
• Analyze sales reports and performance metrics to identify gaps, opportunities, and areas for improvement.
• Recruit, train, and certify tele sales agents.
• Build and retain a high-performing team with low attrition.
• Refine tele sales approach based on market feedback, customer behavior, and product Bachelors degree or postgraduate qualification in a relevant field.
• Minimum of 5 years of experience in telesales or related roles within the General Insurance

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(ref : iimjobs.com)