Assistant General Manager - Telesales

We are seeking an experienced and dynamic Assistant General Manager (AGM) for our Contact Centre Tele Sales division. The ideal candidate will have a proven track record in tele sales management, exceptional leadership skills, and a passion for driving sales performance. The AGM will oversee daily operations, manage a team of sales agents, and implement strategies to achieve sales targets while ensuring high levels of customer satisfaction.

Key Responsibilities:

1. Team Leadership: Lead and manage a team of tele sales representatives and Team Leaders. Focused on mortgage sales to direct and indirect channels, including recruitment, training, performance evaluation, and career development.

2. Sales Strategy: Develop and implement sales strategies and tactics to drive mortgage sales growth, increase market share, and achieve revenue targets.

3. Process Optimization: Continuously review and optimize sales processes, workflows, and technologies to improve efficiency, productivity, and customer experience.

4. Compliance Management: Ensure compliance with all relevant industry regulations, including mortgage lending laws, consumer protection regulations, and internal policies.

5. Performance Management: Monitor team performance metrics, including sales KPIs, conversion rates, and customer satisfaction scores, and take corrective actions as needed to achieve targets.

6. Training and Development: Provide ongoing training, coaching, and feedback to sales team members to enhance their sales skills, product knowledge, and customer service capabilities.

7. Relationship Management: Build and maintain relationships with key stakeholders, including mortgage lenders, real estate agents, and third-party service providers, to support sales initiatives and drive business growth.

8. Reporting and Analysis: Generate reports and analyse sales data to track performance, identify trends, and make data-driven decisions to improve sales effectiveness and efficiency.

9. Customer Service Excellence: Ensure that sales team members deliver exceptional customer service throughout the mortgage sales process, fostering positive relationships with customers and promoting customer loyalty.

10. Budget Management: Manage departmental budgets, expenses, and resource allocation effectively to maximize ROI and achieve financial targets.

Essential Qualifications and Skills:-

• Proven experience in sales management, preferably in the mortgage or financial services industry, with a track record of driving sales growth and leading high-performing teams.
• Strong leadership and people management skills, with the ability to motivate, inspire, and develop team members to achieve their full potential.
• In-depth knowledge of mortgage lending regulations, industry best practices, and market trends.
• Excellent communication, negotiation, and relationship-building skills, with the ability to collaborate effectively with internal and external stakeholders.
• Analytical mind-set with the ability to interpret sales data, identify opportunities, and make strategic recommendations for business improvement.
• Proficiency in using sales CRM systems, Microsoft Office applications, and other relevant tools.
• Bachelor's degree in business administration, finance, or a related field preferred; additional certifications in sales management or mortgage lending are a plus.