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Tahar Braham

@taharbraham1

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Team Leader at Transcom tracking team KPIs and operational targets across customer service operations.

Tunisia

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At Transcom, I lead the team's daily activity and track operational and contractual targets. I monitor KPIs, productivity, quality, and procedural compliance, then identify gaps and prioritize follow-up actions.

Previously at Transcom, I evaluated customer interactions across phone, email, and chat, identified root causes of quality gaps, and gave targeted feedback. My background also includes customer service at Transcom and Teleperformance, plus web development training in JavaScript.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Customer Service / Contact Center

Current

Transcom

Jan 2026 - Present (9 months)

Lead the team's daily activity and track the achievement of operational and contractual targets. Monitor KPIs, productivity, quality and procedural compliance; identify gaps and prioritize actions.

Team Leadership KPI Tracking Productivity Quality Assurance Compliance Reporting Action Plans Coaching Absence Management Priority Management

Quality Analyst / Quality Assurance

Transcom

Mar 2025 - Jan 2026 (10 months)

Evaluated customer interactions by phone, email and chat against quality criteria, policies and procedures. Carried out analyses, identified root causes of gaps and gave targeted feedback to advisors.

Quality Assurance Evaluating Interactions Compliance Root Cause Analysis Feedback Coaching Reporting Monitoring

Customer Service Advisor – Technical and Sales Support

Transcom

Oct 2022 - Mar 2025 (2 years 5 months)

Handled customer requests and complaints, followed up on tickets and made outbound calls. Supported business professionals with their partnership requests and applied service procedures.

Customer Service Technical Support Sales Support Complaint Handling Ticketing Outbound Calls CRM

Customer Service Advisor / Telemarketing

Teleperformance

Nov 2015 - Oct 2016 (11 months)

Handled customer requests and complaints via chat and took part in telemarketing activities. Contributed to internal workshops and training sessions on interpersonal skills.

Customer Service Telemarketing Live Chat Complaint Handling Training Interpersonal Skills