Tele Sales & Digital Support Manager

Organization

National Bank of Commerce (NBC) is the oldest serving bank in Tanzania, with over five decades of experience providing retail, business, corporate, investment banking, and wealth management services.

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Position Details

Item	Details
Position	Tele Sales & Digital Support Manager
Location	Head Office, Tanzania
Employment Type	Full-Time
Job Requisition ID	R-15988446
Application Deadline	8 July 2026

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Job Summary

The Tele Sales & Digital Support Manager is responsible for leading and managing telesales and digital support operations to drive customer acquisition, sales growth, digital channel adoption, and service excellence.

The role focuses on maximizing customer engagement through contact center platforms, digital banking channels, and proactive sales initiatives while ensuring exceptional customer experiences and operational efficiency.

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Key Responsibilities

1. Tele Sales Strategy & Revenue Growth (30%)

Business Development & Sales Growth

• Develop and implement telesales strategies aligned with business objectives.
• Drive acquisition of new customers through outbound and inbound sales campaigns.
• Grow retail banking product sales and customer portfolios.
• Manage telesales pipelines to achieve monthly and annual targets.

Revenue Generation

Promote and sell:

• Loans
• Deposit products
• Bank cards
• Digital banking products
• Other retail banking solutions

Sales Performance Management

• Monitor sales conversion rates.
• Identify opportunities for cross-selling and upselling.
• Implement initiatives to improve team productivity and performance.
• Support digital loan onboarding activities.

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2. Digital Support & Customer Experience (30%)

Digital Banking Support

Oversee customer support across:

• Mobile Banking Applications
• Internet Banking
• Agency Banking
• ATMs
• Debit/Credit Cards
• USSD Banking Services

Digital Adoption

• Drive customer onboarding onto digital platforms.
• Promote migration from branch-based transactions to self-service channels.
• Support adoption of new digital banking products and features.

Customer Issue Resolution

Ensure prompt resolution of:

• Failed transactions
• Login and access issues
• Service interruptions
• Digital banking inquiries

Customer Experience Enhancement

• Monitor customer usage trends.
• Improve digital channel performance.
• Promote financial literacy and awareness of digital banking services.

Cross-Functional Collaboration

Work closely with:

• IT Teams
• Digital Banking Teams
• Operations Teams

to improve system reliability and service availability.

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3. Operational Efficiency & Process Improvement (20%)

Process Management

• Develop operational procedures and workflow controls.
• Create telesales scripts and service standards.
• Improve efficiency across telesales and support operations.

Performance Monitoring

• Utilize dashboards and analytics tools to monitor:
  • Productivity
  • Sales performance
  • Customer trends
  • Service quality

Resource Optimization

• Manage workforce planning and scheduling.
• Ensure efficient allocation of resources.

Automation & Digitization

• Identify automation opportunities.
• Implement digitization initiatives to:
  • Improve customer convenience
  • Reduce operational costs
  • Increase service efficiency

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4. Team Leadership & Capability Development (10%)

Team Management

• Lead and manage telesales and digital support teams.
• Set performance objectives and targets.
• Conduct regular performance reviews.

Staff Development

• Deliver product knowledge training.
• Facilitate customer service workshops.
• Coach staff on:
  • Customer engagement
  • Objection handling
  • Digital banking support

Employee Engagement

• Build a high-performance culture.
• Support talent development and succession planning.

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5. Stakeholder Management & Collaboration (10%)

Internal Collaboration

Work closely with:

• Product Teams
• Operations
• Marketing
• Credit Department
• IT Department
• Branch Network

to drive business initiatives and customer engagement programs.

Business Reporting

Provide management with insights on:

• Sales performance
• Customer behavior
• Service trends
• Business opportunities

Vendor Management

• Engage with technology partners and vendors supporting digital banking and contact center operations.

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Educational Qualifications

Required

Bachelor’s Degree in:

• Banking
• Finance
• Business Administration
• Marketing
• Information Systems
• Related Field

Added Advantage

Professional certifications in:

• Digital Banking
• Customer Experience Management
• Sales Management
• Contact Center Management

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Experience Requirements

Essential

• Minimum 5–7 years of experience in:
  • Banking Operations
  • Telesales
  • Digital Banking Support
  • Contact Center Management

Preferred Experience

• Managing sales teams within a banking environment.
• Leading customer support teams.
• Driving digital banking adoption initiatives.
• Retail banking business development.

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Knowledge & Skills

Banking & Product Knowledge

• Retail Banking Products
• Lending Products
• Deposit Products
• Digital Financial Services

Sales & Business Development

• Strong sales and negotiation skills.
• Customer acquisition and retention.
• Cross-selling and upselling expertise.
• Revenue growth management.

Customer Experience

• Customer service management.
• Complaint handling and resolution.
• Customer journey improvement.

Contact Center Management

• Contact center operations.
• Workforce planning.
• Service quality monitoring.
• Performance management.

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Core Competencies

Competency	Requirement
Commercial Mindset	Meets Requirements
Customer Excellence	Meets Requirements
Digital Familiarity	Meets Requirements
Effective Communication	Meets Requirements
Product & Service Knowledge	Meets Requirements
Sales Management	Meets Requirements
Openness to Change	Requires Further Development

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Ideal Candidate Profile

The ideal candidate is a highly motivated banking professional with strong experience in telesales, digital banking, customer service, and contact center operations. They should possess excellent leadership, sales management, and stakeholder engagement skills, with a proven ability to drive customer acquisition, increase digital channel adoption, and improve customer experience while delivering business growth objectives.

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