Call Monitoring Officer Abu Dhabi Islamic Bank

Abu Dhabi Islamic Bank is presently recruiting suitably qualified and skilled candidate for the role of Call Monitoring Officer. The job holder is responsible to provide essential support to the sales team and facilitate the smooth functioning of sales. As Call Monitoring Officer the purpose is to ensure the quality and effectiveness of customer interactions through systematic call monitoring and evaluation. This role involves closely observing and analyzing calls, streamline administrative tasks, coordinate sales activities. In addition, this role requires efficiently handling sales-related documentation, maintaining sales databases, where it contributes to enhancing the overall productivity and effectiveness of the sales team. Strong attention to detail, organizational skills and proactive approach play a vital role in ensuring the successful execution of sales initiatives, optimizing customer interactions, and contributing to the achievement of sales targets and business objectives.

Responsibilities of Call Monitoring Officer

• Monitor calls: Listen to recorded or live calls to assess the quality, adherence to protocols and compliance with policies
• Sales Support Response Time: Measure the average time taken to respond to sales team inquiries and support requests promptly.
• Lead Generation and Conversion: Track the number of leads generated and their conversion rate into actual sales opportunities.
• Sales Database Accuracy: Assess the accuracy and completeness of sales data in the database to ensure reliable information for analysis and decision-making.
• Sales Support Task Completion Rate: Measure the percentage of sales support tasks, completed within the agreed timelines.
• Sales Pipeline Tracking: Assess the progress of sales opportunities through the sales pipeline, from initial contact to closure.
• Customer Satisfaction: Gather feedback from customers regarding the sales coordinator’s support and communication to ensure a positive customer experience.
• Sales Team Satisfaction: Collect feedback from the sales team on the effectiveness and timeliness of sales coordinator support.
• Sales Data Analysis: Evaluate the ability to analyze sales data and provide valuable insights to the sales team.
• Sales Documentation Accuracy: Assess the accuracy and completeness of sales-related documentation, such as contracts, proposals, and reports.
• Goal Achievement: Monitor the contribution of the sales coordinator in achieving sales targets and objectives set by the sales team and management.

What You’ll Do More?

• Sales Support: Provide essential administrative support to the sales team, including handling inquiries, preparing quotes, and assisting with sales presentations.
• Sales Data Management: Accurately maintain and update customer and sales data in the banking system to ensure reliable and up-to-date information for analysis and decision-making.
• Sales Documentation: Prepare and maintain sales-related documentation, such as contracts, proposals, and reports.
• Lead Management: Assist in lead generation, tracking, and follow-up to facilitate the sales team’s efforts in converting leads into opportunities.
• Sales Reporting: Prepare regular sales reports, analyzing key metrics and providing insights to support sales forecasting and planning.
• Customer Interaction: Interact with customers professionally and courteously, addressing their inquiries and ensuring a positive customer experience.
• Sales Pipeline Tracking: Monitor and update the progress of sales opportunities in the sales pipeline, providing status updates to the sales team.
• Sales Team Collaboration: Collaborate effectively with the sales team, marketing, and other departments to ensure seamless communication and coordination.
• Sales Training Support: Provide support during sales training sessions, ensuring materials are prepared and logistics are arranged.
• Continuous Improvement: Continuously seek opportunities to improve processes, enhance efficiency, and contribute to the overall success of the sales department.

Requirements of Call Monitoring Officer

The requirements of Call Monitoring Officer are as under:

• Bachelors degree in the relevant field.
• Atleast 4 years of experience in the relevant field.

Skills and Knowledge Desired