Job at DHL Express - Dubai, Tele-sales Manager

Tele-sales Manager Job at DHL Express - Dubai
DHL Express - Dubai
United Arab Emirates-Dubai-Dubai | Full-time | Permanent | Standard

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide.

DHL Express is the recognized market leader in Express logistics and an Employer of Choice – ranked consistently as Great Place To Work for 6 consecutive years, with a 2019 global ranking at #4!

Join our team and discover how an international network that’s focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit

To manage and develop the Telesales Team and Lead Qualifier’s ensuring that productivity and revenue is maximized while following regional guidelines.

  • Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
  • Ensure that a high level of professional rapport is developed and maintained with all customers
  • Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required.
  • Ensure that effective motivation, recognition and incentive programmes are recommended / presented for DHL Telesales staff and the lead qualifiers.
  • Monitor the DSR’s, Call Rates, Attendance / Sick Leave & other relevant performance measures to ensure maximum productivity. Also to ensure that remedial measures are put in place in case of any discrepancies
  • Monitor the Sales Lead Process and ensure the smooth flow of leads to all the channels on regular basis
  • Ensure that all Service Complaints are dealt with in a professional, empathetic and swift manner, while ensuring that the appropriate action is taken to prevent recurrence
  • Contribute to the productivity and performance improvement of Telesales by developing, promoting & monitoring specific marketing campaigns in collaboration with the Commercial and Marketing Departments. Manage agreed marketing campaigns and promotions.
  • Manage staffing requirements including monitoring, coaching and giving performance feedback to all, developing them to ensure the best possible performance
  • In conjunction with the Sales Development Manager and the training department, define development requirements of the Telesales staff and monitor the implementation
  • Manage and monitor the administration of the Sales Leads Incentive Program commission for the Country Office and the quarterly commission of the Telesales team and the Lead Qualifier effectiveness of the same. To also manage the induction requirements of new recruits within the channel
  • Run motivational campaigns to ensure teamwork & productivity increase.
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  • Minimum 3 years of managing a team in a sales environment
  • Good clear command of the English language - written and oral communication skills
  • Excellent planning and organizational skills, including ability to priorities workload
  • Ability to effectively contribute as a team member as part of a busy team
  • Proven ability to work under pressure in a fast paced, time sensitive environment
  • Demonstrated ability to use initiative/judgement to solve job related issues
  • Good understanding of DHL Network and thorough knowledge of DHL services and products
  • Strong problem solving capability
  • Result oriented and thrives on challenges
  • Good people and communication skills with a passion to provide excellent Customer Service
  • Proven track record in people management that demonstrates ability to lead, coach and motivate a team
  • Commercial or sales experience
  • Posting Legal Entity DHL Worldwide Express (Dubai) LLC


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