Built a strong Call Center department -from scratch- with a headcount of 22 employees.Formulating Strategy to achieve business targets.Build suitable TeleSales processes to answer and follow up on inbound leads, turning leads into bookings and ultimately sales (for both HeroLeads & It’s clients)Train a growing team of HeroAgents on remote business development, tonality, objection handling, sales discipline and follow-ups (English/Arabic)Set meeting appointments for our business developers in UAE and KSA by approaching target clients and/or serve as the first point of contact for inbound prospects.Work hand in hand with Client Success Management & New Business in acquiring, onboarding, retain and expand client accounts.Ensure all project-relevant data is available and up to date.Create call and chat scripts and organize than in a structured way (English/Arabic)Review telesales performances and share proactive input with operations.Highlight opportunities and potential threats proactively.Track KPIs and consult on incentive systems.Manage leads/requests/comments on social media for both HeroLeads and its clients.Rate/score leads & provide full quality assurance Analysis and Reporting to all inbound leads and Lead Management (HeroAgent or Client’s In-house Call Center) Configure call tracking system & test campaigns to ensure quality & service functionality.Gather client feedback & translate it into operational tasks.Analyze reports & data (in collaboration with data analyst) to match leads with bookings and feedback insights to operations.Correspond with various other departments, discussing company plans and agreeing on future paths to be taken.Providing client success managers and board of directors with detailed reports and insights.Managing finance and budget allocation (Egypt’s Office)Work actively on building a hiring system to identify, evaluate and onboard experienced and emerging talent.

Achieving growth and hitting sales targets by successfully managing the sales team.Design and implement a strategic business plan that expands the company’s customer base and ensure its strong presence.Objectives setting, coaching and performance monitoring of sales representatives.Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.Present sales, revenue and expenses reports and realistic forecasts to the management team.Identify emerging markets and market shifts while being fully aware of new products and competition status.Maintain sales volume, product mix and selling price by keeping current with supply and demand, changing trends, economic indicators and competitors.Contribute to team effort by accomplishing related results as needed.Plan to ensure the achievement of divisional and personal target, aligning with company sales policies and strategies.Manage, develop, coach, control and motivate the sales force to develop their skill to ensure that a high professional standard is achieved and monthly sales target and KPI target are met.Ensure targets are delivered through people management, performance review, reward and individual recognition.Assess the strengths and weaknesses of the sales team and manage the sales program accordingly.Provide on-the-ground support for sales associates as they generate leads and close new deals.Develop and implement new sales initiatives, strategies and programs to capture key demographics.Continually develop knowledge of the business climate, applications and competition for his/her defined geography and accounts.

Provided my team with the company’s vision and the objectives of all active projects.The capability of conducting various types of coaching techniques such as (5*5, DMF, Stop and Go, OTF)Handling day to day operations “Customer Satisfaction, Sales, AHT & Quality”Handling customer escalations and follow-ups.Monitor and conduct daily coaching for revenue generation and customer experience.Product knowledge skill transfer.Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.Assisting other management team members in identifying trends and establishing call center goals.Ensuring staff members are achieving desired service levels and taking corrective action, as needed.Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.Engaged with client meetings and calibration calls.Handling quality audits and coaching follow-ups.Handling daily client reports “Compliance, Coaching, Utilization and Revenue Generation” Handling SME “Subject Matter Experts” development and support calibers.Very effective with the daily tailgate and cap closure meetings with the client.Created an environment oriented towards open communication, creative thinking, cohesive team effort and workplace trust.Approve annual leaves based on availability.Evaluate performance with key metrics.Identify bottlenecks and suggest solutions.Creating performance improvement plans.Handle agent’s issues and concerns to ensure a positive workplace.Handling nesting team for their development and training.Evaluate agent by agent in the nesting team and distribute them on the operations team.Provide operations with a detailed breakdown on the agent by agent skillset (Area of excellence & Areas of opportunities)