- Provide strategic leadership and operational oversight for the organization
- Develop and execute comprehensive plans to drive sales, improve customer service, and meet key performance targets across both channels
- Manage a team of telesales representatives, Operations, Quality, and support staff
- Analyze cross-functional data and metrics (e.g., call volume, conversion rates, handle times, customer satisfaction) to identify improvement opportunities
- Implement innovative solutions and best practices to enhance efficiency, productivity, and the overall customer experience
- Collaborate closely with other departmental leaders to ensure seamless integration and optimization of telesales activities
- Stay abreast of industry trends, regulatory changes, and technological advancements impacting banking, telesales, and call center management
- Resolve complex customer issues and complaints escalated from the telesales and call center teams
- Build and maintain strong relationships with key clients, partners, and stakeholders
-Oversee performance of Telesales, Operations, and quality team
- Bachelor's degree in Finance, business, management, or a related field; advanced degree preferred- 10+ years of progressive leadership experience in both telesales and call center operations, preferably within the banking industry- Proven track record of driving sales growth, improving customer satisfaction, and exceeding performance targets in a combined telesales and call center environment- Exceptional leadership, coaching, and team-building skills to motivate and develop a diverse workforce- Excellent communication, interpersonal, and problem-solving abilities- In-depth knowledge of banking products, regulations, and industry best practices- Proficient with telesales and call center software, CRM tools, and advanced data analysis techniques- Ability to interpret complex data, identify trends, and implement data-driven strategies- Adaptable to changing market conditions and able to lead organizational transformation- Strong project management, budgeting, and financial acumenThe ideal candidate will have a successful history of overseeing high-performing, customer-centric telesales and call center operations within the banking industry.