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Wael Nabawi

24 years experience in call center management and tele sales management

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Intro
Cairo, Egypt
Call Center director at Efirst Asia Poland
Studied Economic and administration since college – Accounting at United Arab Emirates University
Joined May 13, 2022

Skills

Languages

English
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Fluent
Arabic
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Native or Bilingual
About
Professional Telesales Manager having 24 years experience in the field of Call Center and Telesales management . worked in Egypt, Oman, Qatar and United Arab Emirates where my duties include, building teams, training, enhancing people skills, reviewing performance and achievements, conferring with department supervisors to determine progress of work and delivery dates; and compiling reports on progress of work. Outstanding track record of success in building, training and growth delivery I am a team player, always giving an extra mile to achieve objectives and results, extremely passionate about driving organizations towards excellence
Experience
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Efirst Asia Poland
Oct 2022 – Present
Egypt
Call Center director
• experience working with growth-stage businesses to identify business challenges. • Oversee day-to-day operations. • Collaborate with the board of Directors to identify, create and implement strategic plans to actualize business objectives. • Identify, recruit, train and develop a talented team of employees who can lead critical departments and manage strategic business functions. • Monitor company operations and ensure employees and business practices comply with regulatory and legal requirements. • Identify and develop processes to optimize efficiency, productivity and workflow while ensuring compliance with internal and external controls. • Cultivate an environment of continuous learning, employee development and innovation. • Identify potential risks and opportunities within the organization and its environment to protect business interests. • Identify potential sources of investment and organize fundraising efforts. • Represent the company at social and corporate events in ways that strengthen the brand and communicate the company’s message. • Manage daily operations. • Set policies and processes. • Maintain budgets and optimize expenses. • Direct the employee assessment process.
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HMC Dubai - Hospitality Marketing Concepts
Jan 2012 – Sep 2020
United Arab Emirates
Senior Tele sales Manager
•Establishing a call center (telesales team) for Contacting customers for selling membership card via outgoing calls to customers to achieve determined sales targets. •Put a strategy to achieve the required sales targets according to the company goals •Providing data records for (telesales team members). •Supervising, Monitoring and following up telesales team members to make sure of achieving required sales targets. •Trains and instructs the new employees. •responsible to supervise the telemarketers in persuading the customers or individuals to buy the organization’s products and services. •Creating a process-impelled workflow for sales or telemarketing and leading follow-up and qualification. •Developing call scripts for telemarketer’s use with lead generation and qualification. •Creating team compensation structure and performance metrics. •Supervising telemarketers in persuading the customers to buy the organization’s products and services
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Tamima Teleseen
Jan 1997 – Dec 2011
Egypt
Call center Manager
• Direct call center operations as a liaison between clients, supervisors, and call center employees. • Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. • Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. • Conduct group training sessions on financial products and services. • Develop sales techniques of each customer service representative to drive revenue growth • Coordinate the interviewing, hiring and training customer service representatives. •Monitor interaction between staff and callers to ensure quality assurance standards. •Review call center statistics to measure staff performance and the need for improvement • Manage Inbound, Outbound, Collection, Customer service And Work Force Management Departments.
Education
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United Arab Emirates University
Sep 1990 – Jun 1994
Bachelor, Economic and administration since college – Accounting