Call Center Reporting and Planning Officer - Rabat

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 :

Axa Services Maroc operates within a strongly collaborative culture, where people, trust, and high-quality professional relationships are central. The company promotes close and supportive management, encouraging accountability, development, and teamwork. This human-centered environment is reinforced by robust organizational practices that ensure reliability and operational efficiency. It is balanced by a performance-oriented mindset and a measured openness to innovation, supporting collective success.

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
 

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization