Call Center Reporting and Planning Officer - Rabat
Company sector : Insurance / Brokerage
COMPANY :
AXA Services Maroc is the customer relations expertise center in Morocco for the companies: AXA France, AXA Direct France, AXA Assistance, AXA Belgium and AXA Switzerland
Present in Rabat since May 2004 and in Kenitra since 2024, we are today more than 4,500 employees.
Join us:
- It's choosing the world's leading insurance brand
- It's benefiting from a multitude of advantages well beyond market standards
- It's evolving in a rewarding environment offering a diversity of jobs
- It's joining a responsible group, offering a true company culture, based on the development of each person's skills
Our jobs:
The expertise of our teams covers the main insurance professions:
- Contract sales
- Management of property and casualty insurance contracts and personal insurance
- Management of car and home claims
- Payment of health benefits
- Handling of assistance guarantees
- Appointment scheduling for our General Agents
- Management of savings contracts
Company culture :
Our corporate culture is built on a strong belief: sustainable performance is driven above all by the commitment of the women and men who make up our company. We foster an environment based on trust, teamwork, responsibility and innovation, while placing people at the heart of everything we do. Guided by the values of the AXA Group, we encourage talent diversity, continuous skills development and a culture of engagement that enables everyone to grow, take initiative and make a positive impact every day.
Job :
- Reporting and monitoring of indicators:
- Participates, depending on the scope, in updating activity dashboards and analyzes discrepancies
- Alerts management or operational staff in case of anomalies or incidents
- Manages and monitors, depending on the scope, elements related to employee presence (punctuality, leave, break overruns
... ... ...)
- Designs, updates and analyzes the history of key activity indicators
- Checks the reports produced
- Supports the analysis of production indicators and monitors performance
- Produces a daily, weekly, and monthly activity report.
•Performance bonus & Challenge:
- Manages the process of calculating performance bonuses according to predefined variable systems
- Manages the process of calculating Challenges according to predefined calculation rules
- Performs periodic analyses of variable pay (Performance, evolution, impacts, distribution rate....)
•Management of cross-functional projects:
- Participates in internal cross-functional projects (continuous improvement projects, process changes, proposed
solutions)
Required profile :
Experience in customer relationship management (production, activity monitoring...) and in cross-functional/matrix work
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