Issam Rafik

Managed the team and set clear expectations while staying updated on their KPIs, ensuring alignment with organizational goals and performance standards.

Conducted weekly coaching sessions to review team members' calls, providing positive reinforcement and actionable feedback to drive improvement.

Handled administrative tasks such as managing team schedules and coordinating with higher management to discuss targets and performance.

Performed regular observations and call evaluations to assess quality and adherence to company protocols, implementing necessary improvements.

Conducted detailed audits of agents' work to ensure adherence to company standards and regulatory guidelines, identifying improvement opportunities and implementing necessary actions.

Delivered individualized coaching and support to agents, boosting their performance through constructive feedback, tailored training, and continuous mentorship.

Held regular meetings with clients to provide updates on policy changes and discuss the outcomes of quality assurance activities, ensuring alignment with client expectations and maintaining strong relationships.

Established and launched a new site in Accra, Ghana, coordinating all aspects from planning and setup to recruitment and operations.

Held regular meetings with clients to provide updates on policy changes and discuss the outcomes of quality assurance activities, ensuring alignment with client expectations and maintaining strong relationships.

Delivered individualized coaching and support to agents, boosting their performance through constructive feedback, tailored training, and continuous mentorship.

Engaged with potential customers to understand their needs and provide tailored product recommendations, leading to increased sales conversions.

Achieved and exceeded monthly sales targets through effective communication, persuasive selling techniques, and strong product knowledge.

Collaborated with hiring managers to understand job requirements and develop effective recruitment strategies, streamlining the hiring process and improving candidate experience.

Sourced and screened candidates through various channels, including job boards, social media, and networking events, to identify top talent for open positions.

Conducted in-depth interviews and assessments to evaluate candidates' qualifications, skills, and cultural fit, ensuring alignment with organizational needs.