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GB1528 - Outbound Tele-Marketing Team

Business Unit: Consumer Banking
Division: Card Products
Department: Card Production
Contract Type: Full Time
Area/Branches: Al-Saleh Building
Closing Date: 30-Jun-2016

About Gulf Bank

Gulf Bank was established in 1960 and has since progressed to becoming an industry-leading financial services provider complemented by a large network of 55 branches strategically positioned in key locations across Kuwait.

The main groups of the Bank are Consumer Banking, Corporate Banking, International Banking and Treasury.

Job Purpose:

To drive the profitability of the Credit Card business by managing Outbound Tele-marketing team to increase card receivables, retention and usage


a) Manage 8-12 member outsourced tele-marketing team

b) Monitor productivity of tele-marketing agents – no of calls made in an hour / day

c) Prepare tele-marketing script used for calling customers

d) Train Tele-marketing agents on customer campaigns

e) Review Customer Calls made by agents and maintain high customer call quality standards

f) Supervise welcome calls to new credit card customers to activate credit card and explain product features to the customer.

g) Prepare Daily, Weekly / Monthly MIS report on Tele-marketing team activities for tracking performance of the team

h) Co-ordinate with portfolio managers on the list of activities driven via tele-marketing team

i) Timely implementation of internal and external audit points with any issues raised by external regulators following the procedures/policies as laid out by the group manuals.

j) Maintain internal control standards.

Generic Accountabilities:

Corporate governance & compliance: Work fully within risk policies & procedures and all compliance regulations.

Education, Knowledge, Experience and Skills:

Education / Qualifications:  Bachelor’s Degree in any discipline

Knowledge: good blend of banking knowledge & marketing

Experience: 4-6 years’ work experience in tele-marketing role with at least 1-2 years in supervisory position

Generic & Specific Skills:

  • Persuasive communication skills
  • Strong Customer Service
  • Strong Sales skills
  • Team Management skills
  • Sales Management
Note: you will be required to attach the following:
1. Resume / CV

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