samir zamzami
@samirzamzami
Senior Team Manager improving customer operations and content moderation through data-driven coaching.
MoroccoWhat I'm looking for
I’m a results-driven Senior Team Manager with over 7 years of experience leading high-performing teams of 20 to 60 agents across front-office and back-office call center operations, including customer service, content moderation, and technical support for multinational clients.
I’ve improved quality scores and reduced escalation rates by implementing structured coaching, a first-contact resolution framework, and weekly quality calibration sessions. I also drive operational efficiency with data-driven KPI frameworks, including CSAT, average handling time, first contact resolution, and quality scores, while maintaining 95%+ SLA compliance over a 7-year tenure.
With strong cross-cultural communication in English, French, and Arabic and full remote work readiness, I’m seeking a remote role in customer operations, content moderation, customer success, or team leadership.
Experience
Work history, roles, and key accomplishments
Led teams of 20 to 60 agents across customer service, content moderation, and back-office/front-office support, maintaining 95%+ SLA compliance. Reduced escalation rates by 30% via first-contact resolution and weekly quality calibrations, while improving onboarding speed by 20% through cross-functional alignment.
Co-Founder & Business Manager
Self-Employed
Jan 2019 - Jan 2024 (5 years)
Co-founded and operated a retail spare parts business, managing day-to-day operations, supplier relationships, and financial performance. Built customer relationships from zero and handled inventory and profit-and-loss reporting.
Education
Degrees, certifications, and relevant coursework
Hassan II University Casablanca
Bachelor's Degree, Management and Economics
2015 - 2018
Earned a Bachelor's Degree in Management and Economics at Hassan II University in Casablanca, Morocco, from 2015 to 2018.
Unspecified High School
High School Diploma, Economics
2014 - 2015
Completed a High School Diploma in Economics in Casablanca, Morocco, from 2014 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
MoroccoAuthorized to work in
Job categories
Skills
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