• Lead the Italian-speaking business development team to consistently generate sales pipeline, execute cold calls to prospects generated from various outbound sources and qualify inbound leads to schedule appointments for the sales team• Ensure effective collaboration with relevant stakeholders to identify strategic campaigns, lead generation sources, processes, and targets.• Maintain accurate activity and lead qualification information in CRM to ensure successful follow-through of the sales cycle.• Oversee daily operations, monitor and report team performance, identify training needs, and provide ongoing coaching.

• Ensure new customers successful onboarding and product adoption.• Guide customers in maximizing the value and usage of the SaaS solution conducting regular meetings, customizing materials, providing insights and recommendations.

• Educated trainees on Italian culture and customer interaction techniques, facilitating their transition to the production environment and managing client and stakeholder communication.• Led and coached 25-30 agents in the bottom quartile, improving language and communication skills through group sessions and other activities.• Developed training and production materials and plans, contributing from 90% to 99% in CAI site achievement over two years.• Maintained strong communication with managers and clients through calibrations and WBRs, ensuring alignment on objectives.• Assist Training Manager in skills assessment of training staff through classroom monitoring and feedback.

• Evaluated and audited inbound and outbound calls, chats, and emails.• Supported and coached a team of 15-20 agents, contributing to their continuous improvement in all scorecard metrics.• Reported results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)• Participated in both site internal and external calibration sessions to ensure scoring consistency and and adherence to policies and best practices.• Maintaining accurate monitoring forms and legends