Contact Centre Sales Manager, CSBM- Contact Centre Sales Management MY

Contact Centre Sales Manager, CSBM- Contact Centre Sales Management MY

CIMB THAI
Kuala Lumpur Malaysia
3-6 years
Not Specified

Job Description


Job Purpose *
Experienced management level responsible for the inbound service to sales functions in the Contact Centre. This position will be accountable for cross-selling revenue generation from various Credit Card and Insurance products, besides providing quality service and operational excellence.
Key Responsibilities *
Business Performance and Management
*
Planning and identify products to be cross-sold in Inbound Call Centre by engaging closely with
Product owner from Banking, Insurance, Loans and Credit Card.
*
Compiling monthly cross-selling performance for update to senior management.
*
Work collectively with business units or product owners to develop new products, and participate
In UAT and cut-over.
People Management (People Perspective)
*
Tracking and analysing sales agents’ productivity, attempt rate and success rate
*
Develop, train, coach and motivate staff on cross-selling techniques & performance tracking
to ensure consistent performance is being delivered.
*
Provide timely feedback to staff through regular checkpoint meetings, identify training needs and
skill gap, determine the appropriate sales training for staff alongside with Product owners & SDC.
*
Identify service agents with potential to cross-sell and engage with TLs/TMs to groom agents in
taking the first step in cross-selling journey in Call Centre.
*
Recommend human resources actions such as hiring, corrective action, terminations, salary
actions, and promotions
*
Review Sales Incentive program to ensure payout is according to performance, and develop
Adhoc Sales campaign to motivate staff in performing cross-selling.
Operations Management (Process Perspective)
*
Set Cross-selling goals for various products and forecast meaning sales target for the sales
Agents.
*
Proactively maintain awareness of competitive activities & current knowledge of industry new
productss, analyze trends, conduct competitor analysis and develop & deploy appropriate
responses to protect our cross-selling.
*
Compliance Requirement (Process Perspective)
Continuously check to confirm there is no mis-selling practice in the cross-selling process. Qualifications
Job Specification *
Qualifications
(Basic Degree/Diploma etc)
Diploma/Degree holder in any discipline. Non diploma/degree holders are acceptable as long as they have sufficient minimum experience as outlined below.
Professional Qualification and/or Regulatory, Licensing requirements
Nil
Relevant Work Experience
•A minimum of 3 years of relevant experience is required which needs to include at least 1 year of experience managing team leaders/managers.
•For non-Degree holders, a minimum of 5 years of relevant experience is required which needs to include at least 3 years of experience manging team leaders/managers. Individuals with prior experience in Financial Services or Credit Card Services are preferred.
•Irrespective of academic qualification, the incumbent must have previously had work experience in a contact call centre environment with sales experience.
Required Competencies and Skills *
Competencies/Skills
(Essential to succeed in this job)
'1) Computer Literacy (Essential)
- Proficient in MS Office (Word, PowerPoint, Excel)
- Standard computer operating systems (MS Windows)
'2) Communication Skills - Conversational (Essential)
- Ability to influence customer service executives
- Able to provide feedback'
'3) Communication Skills - Written (Essential)
- Ability to clearly and accurately document customer issues/requirements
- Good proficiency in language
- Good report writing skills
- Continuous improvement mindset'
'4) Analytical Thinking Skills (Desired)
- Ability to organize datasets in relevant software
- Apply standard contact centre analytics
- Generate insights from data
- Present to relevant audiences'
'5) People Management Skills (Essential)
- Coaching for team leaders & customer service executives
- Leadership skills
- Delegation skills'
'6) Process Improvement Skills (Desired)
- Analyze processes under control to identify gaps & suggest improvements
- Work together with quality/process re-engineering team to implement improvements'
'7) Language Skills (Essential)
- High proficiency in English Language (Verbal & Written)
- Proficient in Bahasa Melayu (Verbal & Written)'

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