TeleSales Channel Manager

WiZink Bank is looking for a TeleSales Channel Manager – Credit Cards & Personal Loans for the Sales – TeleSales Channel team , reporting directly to the Head of Sales. The ideal candidate will be responsible for managing and optimizing the outbound sales channel via telemarketing, ensuring partner companies meet commercial targets, quality standards, regulatory compliance, and deliver an excellent customer experience, in full compliance with internal policies and banking regulations. Digital knowledge of databases and automation. What would be your main functions? Partner Management • Select, contract, and manage telemarketing (outsourcing) companies, ensuring alignment with commercial and regulatory objectives. • Negotiate SLAs, KPIs, and contracts, including conversion targets, quality, and compliance. • Monitor partner performance through dashboards and weekly/monthly reports. Planning & Strategy • Define outbound strategy for credit cards and personal loans (segmentation, lists, cadences, scripts). • Ensure integration with marketing campaigns and omnichannel funnel (digital + voice). • Establish volume forecasts, conversion targets, and budget. Compliance & Risk • Ensure compliance with Bank of Portugal regulations, GDPR, consent rules, call recording, and mis-selling prevention. • Implement regular audits and control mechanisms (call monitoring, checklists, certifications). • Ensure scripts and offers comply with transparency and ethical standards. Quality & Customer Experience • Define consultative sales playbooks for credit cards and personal loans. • Monitor NPS, CSAT, and complaint rates; implement improvement plans. • Ensure personalized offers based on customer profile and history. Data & Performance • Track KPIs: conversion rate, CPA, AHT, occupancy, revenue per call, quality. • Implement scoring models for lead prioritization and smart routing. • Promote A/B testing on scripts and offers for continuous optimization. Innovation & Trends • Introduce AI and automation for call summarization, sentiment analysis, and predictive routing. • Integrate speech analytics tools for compliance and coaching. • Explore Next Best Offer and advanced segmentation to increase LTV. Results • Annual outbound plan with partner targets. • Identify opportunities to reduce costs, control external agencies and their financial stability and their P&L. • Performance and compliance dashboard. • Quality and audit program. • Innovation roadmap (AI, automation, speech analytics). • Approved scripts and playbooks for credit cards and personal loans. Knowledge and Experience: • Min. 3 years in a similar role in an business organization. • Analytical skills and proficiency with BI/CRM tools. • Leadership, negotiation, and stakeholder management. • Knowledge of GDPR and KYC/AML best practices. • High level of English; Spanish will be a plus. Skills: • Experience in managing sales channels and outsourcing. • Knowledge of financial products or telecommunications (cards, personal loans, insurance). • Strong understanding of regulatory compliance (Bank of Portugal, GDPR, PCIDSS). Education: • Education: Bachelor’s degree in Management/Administration, Economics with certifications in CRM or Data Analytics preferred. What do we offer? • Competitive conditions. • Financial and non-financial benefits. • The position is based in our Lisbon office. • Permanent contract. Job application and recruitment process: • If you are interested in this position, please upload a recent copy of your CV. • We believe that equal opportunities mean inclusion, diversity, and fair treatment for all. • We welcome any suggestions on any topic that could help us improve our recruitment process.