WJFreelancer profile translated to English.
Back to original languageAbout Wajih
Passionate about the alliance between call-center operations and information systems, I currently hold the dual role of:
• Head of Information Systems for 3 group units
• Call center site director
In 5 years I have:
• Managed over 20 IT projects (cloud migration, GLPI deployment, Wazuh implementation)
• Reduced security incidents by 30% by strengthening GDPR and ISO 27001 compliance
• Optimized call center production (+15% productivity, SLA maintained at 98%)
What drives me:
• Create synergies between IT and business lines to accelerate growth
• Train and unite multidisciplinary teams
🎯 Open to discussions around digital transformation, call center management and IT opportunities.
Arabic
Native or bilingual
English
Conversational
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- SocaInternational - Sober - MediProInformation Systems ManagerJanuary 2024 - Today (2 years and 7 months)France• IT project management (GLPI deployment, Domain Migration, etc.)• Security & compliance governance (GDPR, ISO 27001, ISO 9001)• Network & VoIP infrastructure administration (Cisco Catalyst, SonicWall TZ370)• Implementation of Authelia SSO and a secure bastion for external access• SIEM & monitoring supervision (Wazuh, Grafana)• IT team management (4 employees: network admins, devs)• Budget management and supplier relations (250 K€/year)
- SocaInternational - Sober - MediProCall Center Site ManagerAugust 2021 - Today (5 years)Tunisia• Operational management of a call center with 25 employees (6 tele-advisors, 12 document entries, 2 accountants, 1 Power BI, 3 Developers, 1 Network Administrator)• Management of performance indicators (KPI): service level at 98%,• Continuous improvement: + 15% productivity in 12 months via optimization of scripts and schedules• Quality assurance (SLA, quality control, internal audits) with a compliance rate > 95%• Recruitment & training: integration and skills development of 20 employees according to ISO 9001• Management of Power BI reporting and automation of dashboards (call volume, NPS, turnover..)• Customer & partner relations: monitoring of steering committees, weekly reporting and action plans• Budget management & cost optimization of the site (annual budget 130 K€)
- Nexus Contact CenterQuality and Training OfficerNovember 2020 - August 2021 (9 months)• Provide initial and ongoing training.• Evaluate the compliance rate of the quality of sales of the operation.• Carry out quality action plans and training plans.• Monitor the evolution of corrective actions and their effectiveness.
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Education
- foundation certificate in IT Service ManagementITILfoundation certificate in IT Service Management
- Certificate in Project ManagementPRINCE2 FoundationCertificate in Project Management