Call Monitoring Officer, Abu Dhabi Islamic Bank UAE

Abu Dhabi Islamic Bank (ADIB) presently has a job opening for eligible candidate for position of Call Monitoring Officer (Outsource Role) in UAE. This job has been posted on a company’s career page on 18 October 2023 and now open for all aspiring candidates.

Job Purpose of A Call Monitoring Officer

• To provide essential support to the sales team and facilitate the smooth functioning of sales.
• 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.
• Efficiently handling sales-related documentation, maintaining sales databases, where it contributes to enhancing the overall productivity and effectiveness of the sales team.

Job Duties of A Call Monitoring Officer

• Listen to recorded or live calls to assess the quality, adherence to protocols and compliance with policies.
• Measure the average time taken to respond to sales team inquiries and support requests promptly.
• Track the number of leads generated and their conversion rate into actual sales opportunities.
• Assess the accuracy and completeness of sales data in the database to ensure reliable information for analysis and decision-making.
• Measure the percentage of sales support tasks, completed within the agreed timelines.
• Assess the progress of sales opportunities through the sales pipeline, from initial contact to closure.
• Gather feedback from customers regarding the sales coordinator’s support and communication to ensure a positive customer experience.
• Collect feedback from the sales team on the effectiveness and timeliness of sales coordinator support.
• Evaluate the ability to analyze sales data and provide valuable insights to the sales team.
• Assess the accuracy and completeness of sales-related documentation, such as contracts, proposals, and reports.
• Monitor the contribution of the sales coordinator in achieving sales targets and objectives set by the sales team and management.
• Provide essential administrative support to the sales team, including handling inquiries, preparing quotes, and assisting with sales presentations.
• 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.
• Prepare and maintain sales-related documentation, such as contracts, proposals, and reports.

What You’ll Do More?

• Assist in lead generation, tracking, and follow-up to facilitate the sales team’s efforts in converting leads into opportunities.
• Prepare regular sales reports, analyzing key metrics and providing insights to support sales forecasting and planning.
• Interact with customers professionally and courteously, addressing their inquiries and ensuring a positive customer experience.
• Monitor and update the progress of sales opportunities in the sales pipeline, providing status updates to the sales team.
• Collaborate effectively with the sales team, marketing, and other departments to ensure seamless communication and coordination.
• Provide support during sales training sessions, ensuring materials are prepared and logistics are arranged.
• Continuously seek opportunities to improve processes, enhance efficiency, and contribute to the overall success of the sales department.

Who Can Apply?

Qualification

• Bachelor’s degree in relevant field.

Experience

• 3-4 years of experience in related field.

Skills & Knowledge Desire

• Knowledge of preparing and maintaining sales-related documentation, such as contracts, proposals, and sales reports.
• Excellent verbal and written communication skills to interact with customers, sales team members, and other stakeholders professionally and effectively.
• Understanding of lead generation and management processes to assist in tracking and following up on potential sales opportunities.
• Efficient time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities effectively.
• Strong customer service skills to address customer inquiries and ensure a positive customer experience.
• Ability to prepare clear and concise sales reports, analyzing data and providing insights to support sales forecasting and planning.
• Effective collaboration and teamwork skills to work harmoniously with the sales team, marketing, and other departments.
• Willingness to stay updated with industry trends, sales techniques, and technological advancements to enhance sales coordination practices.

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