Mouad Hamlili, HEAD OF BACK OFFICE CRC TEAM

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Languages

French
Native or bilingual
Arabic
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Rabat (up to 50km)

Teleper formance
HEAD OF DIGITAL AND CUSTOMER SATISFACTION DEPARTMENT
November 2024 - March 2026 (1 year and 4 months)
Temara, RZ, Morocco
• · Digital transformation steering: Implementation of an omnichannel solution increasing efficiency by 30%
• · Management of a team of 25 digital experts with a collaborator satisfaction rate of 85%
• · Design and deployment of Power BI dashboards for real-time KPI monitoring
• · Implementation of an innovation program that generated 12 major improvement initiatives
• · Reduction in customer request processing time through process automation
Teleper formance
HEAD OF BACK OFFICE CRC TEAM
November 2016 - December 2018 (2 years and 1 month)
Temara, RZ, Morocco
• · Management of a team of 20 advisors.
• · Application of Six Sigma methodology to optimize processes, reducing errors by 60%
• Implementation of a personalized coaching system improving individual performance.
• Development of a skills matrix for monitoring employee progress

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Signup to reveal

TECHNICIAN SPECIALIZED IN BUSINESS MANAGEMENT
Miage
2018
TECHNICIEN SPÉCIALISÉ EN GESTION DES ENTREPRISES
DEGREE IN MANAGEMENT
Um5s
2015
LICENCE EN GESTION

Check out Mouad's education

Management Consultant