HAFreelancer profile translated to English.
Back to original languageAbout Hicham
🧩 Malt.fr description proposal (version optimized for conversion)
🎯 Production Director | Expert in call centers & sales performance
With over 15 years of experience in operational management, I assist companies in launching, optimizing, and improving the performance of their telephone platforms.
✅ What I offer:
Structuring and managing call centers
Implementing quality & performance processes
Training and coaching sales teams
Operational analysis and strategic reporting
Connecting call centers with partners/clients
🎯 My approach is results-oriented, focused on operational fluidity and customized support, with a perfect understanding of field challenges: deadlines, profitability, customer experience.
📍 Based in Agadir, I work remotely for missions in French, throughout the French-speaking world.
✨ More direct variant to quickly attract:
Are you looking to launch or optimize your call center?
I support you in all stages: strategy, implementation, coaching, and performance.
✔️ 15 years of Webhelp experience
✔️ Independent consultant since 2023
✔️ Available remotely – French-speaking expertise
French
Native or bilingual
English
Basic
Arabic
Native or bilingual
Remote only
Primarily works remotely
Experience
- openphoneIndependent ConsultantJanuary 2023 - Today (3 years and 5 months)• Support in launching telephone platforms.• Training teams on sales techniques and customer relationship management (CRM).• Connecting call centers with clients, facilitating order taking.• Developing and implementing production management strategies.• Developing performance and quality monitoring processes.• Analyzing operational needs and making recommendations for process improvement.• Creating and presenting detailed reports on operational performance.• Coordinating efforts to ensure the consistency and efficiency of operations
- WEBHELPPERFORMANCE COACHJanuary 2019 - January 2022 (3 years)Agadir 80000, Morocco• Regular activity reporting to management, communication of sales results.• Analyze the performance of Sales Representatives and supervisors and design related action plans with N+1.• Measure, via operational results, the effectiveness of action plans, coaching methods, and training.• Coach supervisors to help them improve the performance of their teams• Support the supervisor in their methodology for upskilling Sales Representatives and ensure the sharing of best practices between different supervisors.• Use of the Office suite for daily tasks and the production of requested documents.• Clear definition of problems encountered and identification of causes.
- WEBHELPSUPERVISORJanuary 2008 - January 2019 (11 years)Fes, Agadir, Morocco• Ensure continuous monitoring of the level of achievement of qualitative and quantitative objectives of their team• Define sales objectives to be achieved by setting the number of calls to be made and the level of customer satisfaction to be achieved each day.• Support team members to teach them best practices and communicate the scripts to be used to comply with company regulations.• Monitor team performance to evaluate the various parameters and issue recommendations to employees as part of continuous improvement.• Create and develop a highly effective and reliable team by offering continuous support and motivation, while offering career development opportunities.• Monitor and improve the quality of the service provided by their team (quality controls, knowledge checks, performance management of customer advisors)• Ensure the availability of resources (absenteeism) and means of production (operation of tools)
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Education
- BACHELOR'S DEGREE in Economics and ManagementSidi Mohammed Ben Abdellah University2008LICENCE en Economie et Gestion
- BACCALAUREATE inLycée Technique Fes2000BACCALAURÉAT en