Hédi Kaddouri

Supervision of a team of 8 outbound customer service advisors. Production of reports - monitoring and analysis of qualitative and quantitative results. Conducting call monitoring and debriefs with advisors. Conducting monthly and annual interviews - Leading team meetings. Supporting telephone advisors - monitoring skills development.

Management of a team of 11 expert insurance assistants. Departmentalization of customer relations activities within the company. Redesign and industrialization of activities: Creation and monitoring of a workload spreadsheet, identification of FTE needs per activity, creation of team schedules, allocation of production hours according to workload, creation of a KPI monitoring dashboard, creation of hotline and admin production indicators. Transversal: Supervision of a project to create a business knowledge base, creation of an onboarding process in collaboration with HR, training, and IT departments, redesign of the recruitment process with HR (Definition of profiles to be recruited, redesign of job descriptions and fixed and variable compensation, creation of objectives in line with company strategy, supervision and organization of recruitment sessions, etc.).

Participation in the creation of the activity within Digital Customer Relations (recruitment sessions, creation of the operational organization, monitoring of skills development post-training, integration of this community management activity within a production site). Management of a team of 10 community managers and supervision of the support community animation on the SFR Forum. Creation and setting of objectives in line with the strategy of the customer service and digital communities department. Optimization of brand visibility and its digital solutions on search engines through SEO development on our animation platform. Monitoring and analysis of results in terms of traffic acquisition and activity (average of 1 million monthly visitors).