PLANNING COORDINATOR - Casablanca
Company sector : Call Center
COMPANY :
Sogetrel has been a key partner in the digital transformation of companies and territories for over 35 years.
At the end of 2023, the Sogetrel Group established itself in Morocco. Based in Casablanca, the Group's new subsidiary, Genius services, is initially dedicated to customer relations and user support activities. It will later offer all of Sogetrel Group's service offerings.
Genius Services relies on experienced and multilingual local teams while exporting the Group's know-how, recognized for its quality of service. A team of over 300 experienced support technicians is already operational and assists French companies in the Telecoms and Retail sectors through a multichannel user support service, back office, and monitoring and planning of interventions.
Discover the full interview with Assya EL BOUKFAOUI, Country Lead Morocco GENIUS SERVICES - Sogetrel here: https://www.rekrute.com/emplois-garantir-lequite-dans-les-augmentations-salariales-genius-services-conseils-carriere-6544.html
Company culture :
Genius Services is primarily driven by a collaborative culture, where people, trust and teamwork are central to daily operations. A close management approach supports guidance, accountability and strong professional relationships, enabling employees to actively contribute to collective success. This culture is complemented by an innovation-oriented dimension that encourages creativity, initiative and adaptability, along with a balanced competitive component that stimulates commitment and performance. A lighter organizational structure provides consistency and efficiency while maintaining flexibility.
Job :
We are recruiting for the establishment of our internal center in Morocco, planners.
Planning:
· Plan the interventions of technicians and subcontractors according to deadlines, availability, and skills.
· Optimize schedules according to geographical constraints, in order to achieve the defined turnover objective.
· Plan project deployment interventions in coordination with the Projects team.
· Make planning adjustments based on emergencies and unforeseen events.
· Monitor the progress of maintenance technicians' and subcontractors' rounds and report any anomalies.
· Ensure the smooth transmission of customer information, administrative documents, and resources to the technicians.
· Respond to technicians' requests for any difficulties related to planning or the resources needed for its execution.
Customer Relations:
· Contribute to customer satisfaction through quality telephone reception.
· Verify customer identity by checking their account status and inform their manager as soon as a situation appears abnormal.
· Identify the nature of the call, record it, and schedule it.
· Inform the customer about the progress of operations and handle customer follow-ups.
· Ensure proper customer follow-up by identifying and escalating critical situations.
· Contribute to updating the various databases necessary for managing operations (updating customer data, archiving intervention reports...).
Required profile :
· Bac+2 in computer science or equivalent training.
· Geographical knowledge.
· Ability to work in a technical environment.
· Be autonomous, rigorous, and organized.
· Demonstrate adaptability and analytical insight.
· Be a good listener and pedagogical.
· Have good interpersonal skills.
· Be available and responsive.
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