MetLife

JOB PURPOSE:

Oversee and manage telemarketing campaigns of Life /Accident & Health insurance products performed to Sponsor’s clients ensuring the sales and cost-efficient targets are achieved whilst sales qualitative standards are adhered.

JOB DESCRIPTION:   

• Ensure the campaigns are designed and implemented following the marketing and partnership strategy   
• Working closely with Sponsor’s and peers to set up properly, effectively, and efficiently the telemarketing campaigns
• Ensures campaign adheres the sales qualitative & regulatory standards
• Arrange the agents are trained and supervised, compensated and incentivized properly while they possess the required skills and knowledge to perform their roles
• Builds rapport with sponsor’s stakeholders ensuring strategy alignment and all key units /employees are committed to implement the agreed strategy
• Develops and test telemarketing scripts to identify what works better for the campaign
• Ensures proper reporting is in place and is escalated based on the agreed governance model
• Analyses the results of the campaign including call volumes, conversion rates, campaign efficiency to make data driven decisions and improve campaign performance
• Works with Customer Service units to put in place a centralized customer service activities ensuring the best experience to the customers while retaining them.

COMMUNICATIONS & WORKING RELATIONSHIPS:

• Builds rapport with Sponsors key stakeholders
• Acts a liaison between sponsor and crucial internal depts. (Compliance, Marketing, Customer Service and operations)
• Reports to Sales DtC Manager

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• 5-10 years of experience in call center operations with some focus on outbound sales campaigns
• 3- 5 years of experience with insurance, banking or telecom operators  
• Minimum 3 years of experience in supervisory or people management role
• Arabic speakers
• Bachelor graduate in marketing or business

COMPETENCIES REQUIRED:

• Leadership and people management skills
• Customer focus orientation.
• Strong communication skills.
• Strong relationship building and management skills.
• Results Oriented
• Driving sales culture
• Data Analytical skills
• Problem resolving skills
• Technical skills on data processing
• Project management skills