Abanoub Neseem - Operations Director,

Feedback from Abanoub’s ex-colleagues

Let me see

Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app

Work Background

MAG Lifestyle DevelopmentVice President of Call Center Operations

Jan. 2025Dubai, United Arab Emirates1. Strategic Leadership & Operations Management: - Develop and execute the overall telesales call center strategy aligned with company goals. - Oversee daily operations, ensuring efficiency, compliance, and scalability. - Implement best practices for call center management, including workforce optimization and process improvements. 2. Sales Performance & Revenue Growth: - Drive telesales performance to meet/exceed revenue targets and KPIs (conversion rates, average handle time, sales per agent, etc.). - Analyze sales data and market trends to adjust strategies for maximum profitability. - Collaborate with marketing and product teams to refine sales scripts, offers, and lead generation strategies. 3. Technology & Systems Optimization:** - Evaluate and implement call center technology (CRM, dialers, AI tools, analytics) to enhance productivity. - Ensure seamless integration between sales, CRM, and other business systems. - Leverage data analytics to monitor performance and identify improvement areas. 4. Team Leadership & Development:** - Recruit, train, and mentor call center managers, supervisors, and agents. - Foster a high-performance culture with motivational incentives, coaching, and career development. - Monitor team performance through quality assurance and feedback mechanisms. 5. Customer Experience & Compliance: - Ensure high customer satisfaction by maintaining service quality and compliance standards. - Uphold regulatory requirements (e.g., TCPA, GDPR) and ethical sales practices. - Address customer escalations and implement corrective actions. 6. Budgeting & Cost Management: - Manage the call center budget, including staffing, technology, and overhead costs. - Optimize resource allocation to balance cost efficiency with performance.

The First GroupDirector Call Center Operations - Egypt

May. 2021 - Jan. 2025Dubai, United Arab EmiratesBasic Role: -Managing The first group call center performance in Egypt. -Ensuring Telesales Targets Achievement. -Cost Management for the call center operations department.

TeleperformanceOperations Account Manager

Dec. 2019 - Apr. 2021Cairo, EgyptOperations Account Manager in Teleperformance Egypt Industry : Teleco. "UAE" Job Responsibilities : • Lead and develop the customer centricity for the client and clearly establish the milestones for the achievement of this strategic objective. • Managing 3 to 5 operations contact center managers. • Adjust all the KPIs matrix across the front office and back office for better visibility on the customer experience. • Creating the necessary strategies for shifting the customer service approach to newly self-serviced era. • Working collaboratively with the whole departments to realize the new strategies through clear milestones. • Managing the contact center financial KPIs through resources optimization.

HotelsProOperations Manager

Aug. 2019 - Dec. 2019Cairo Governorate, Egypt● Delivering a comprehensive service to inquiring customers ● Supervise delegation of customer inquiries to specific teams ● Managing a large number of incoming calls and emails ● Keeping a record of customer interaction and details of actions taken ● Communicating with internal teams to discuss targets ● Reporting back on results ● Supervise day-to-day operations in the customer service department. ● Respond to customer service issues in a timely manner ● Identifying needs and points to be improved ● Ensure that company’s customer service procedures and policies are followed and revised ● Reviewing and revising reporting dashboard tool ● Maintain accurate records and document all customer service activities and discussions. ● Assess service statistics and prepare detailed reports on your findings. ● Helping and working to build good customer relations ● Managing recruitment processes based on the needs of a department doing appraisals ● Arranging 1-to-1 and team meetings on weekly basis. ● Support and observe training and quality of the team based on the needs. ● Ensure team motivation and improvement their performance.

Teleperformance EgyptContact Center Operations Manager

Jul. 2016 - Aug. 2019Cairo Guvernorate, EgyptContact Center Manager in Teleperformance Egypt Industry : Teleco. "du Emirates" Front Office Consumer & Enterprise Segments (Mobile & Fixed services) Job Responsibilities : -Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. -Develops call center systems by developing customer interaction and voice response systems, and voice networks. -Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. -Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. -Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. -Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. -Maintains professional and technical knowledge by tracking emerging trends in call center operations management -Applying Lean Six Sigma & COPC Approach in operations & KPIs Management.

Teleperformance EgyptAssistant Callcenter Manager

May. 2014 - Jun. 2016Assistant Call Center Manager Industry: Toursim "Expedia.ca " Department Sales • Project Management • Business Unit Management.(6 Supervisors) • Client Management • Line of Business Key Performance Indicators (KPIs) Management • Supportive Functions Relationship & follow up Management (WF/Training/Quality Departments) • Running Two Line of Business Inbound Sales & Service • Ensuring Proper Coaching & Monitoring across BU supervisors to their agents. • Ensuring Closing the Loop between Supervisors & All other Departments or Sub- ordinates to guarantee healthy working environment. • Gross Margin Management.. • Attrition Management Specially in Call Center Industry as it’s a main Challenge across all levels.

Teleperformance EgyptContact Center Supervisor

Jul. 2012 - Apr. 2014Contact Center Supervisor Industry : Toursim "Expedia.Ca" Job responsibilities: -Manage a team of call center agents. -Be available to affect the entirety of the team’s operations. -Manage by walking around. Be visible to answer questions. -Take calls that your agents can’t handle and be available when an agent appears to need assistance. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. -Motivate and encourage agents through positive communication and feedback

Teleperformance EgyptCall Center Sales agent

Apr. 2011 - Jun. 2012Expedia.CA Sales Department • Handled all the consultations related tasks including bookings and planning vacations for clients, handling flights ticketing, hotels reservations, car rentals and activities all over the world, achieving all of my Key performance Indicators (KPIs) • Delivering customer satisfaction, Best customer experience and perfectly representing the company am working with that will reflect on my major KPIs. • Over achieved sales by converting majority of calls into real time sales while delivering customer satisfaction and meeting the quality attributes, attendance and adherences to corporate guidelines • Handled inbound & outbound inquiries for tailor made tours • Handled complex transactions and advise clients on the finer points of difficult itineraries, as well as provided them with efficient travel solutions and up to date information • learnt the rudimentary skills and interesting travel information about different countries including geography, weather, history, language and customs