Job Overview
AXA Services Morocco, the North African customer relations expertise hub for AXA France, AXA Direct France, AXA Assistance, AXA Belgium, and AXA Switzerland, is seeking a Call Center Reporting and Planning Specialist to join its Rabat-based operations. This role sits at the intersection of workforce management, performance analytics, and operational strategy, ensuring optimal resource allocation and service level achievement across multi-national insurance support lines.
Key Responsibilities
- Design, maintain, and automate daily, weekly, and monthly call center performance dashboards covering KPIs such as service level, average handling time (AHT), first contact resolution (FCR), occupancy, shrinkage, and abandonment rates.
- Develop and manage workforce planning models including forecasting contact volumes, calculating required headcount, and building shift schedules aligned with multi-channel demand patterns (voice, email, chat).
- Collaborate with operations managers to translate data insights into actionable staffing decisions, real-time intraday adjustments, and long-term capacity plans.
- Conduct root-cause analysis on KPI deviations, identify trends, and present recommendations to leadership for continuous improvement.
- Administer and optimize WFM tools (e.g., NICE WFM, Verint, Genesys, or similar) ensuring data integrity, scenario modeling, and schedule adherence monitoring.
- Coordinate with IT and BI teams to enhance data pipelines, automate reporting workflows, and integrate new data sources.
- Support budgeting cycles by providing accurate FTE projections, cost-per-contact analyses, and scenario-based hiring plans.
Required Qualifications & Experience
- Bachelor's degree in Statistics, Mathematics, Engineering, Business Analytics, Operations Research, or a related quantitative field.
- Minimum 3 years of hands-on experience in call center reporting, workforce management, or operational analytics within a high-volume BPO, insurance, banking, or telco environment.
- Proven track record of forecasting accuracy improvement and schedule efficiency gains in multi-skill, multi-channel contact centers.
- Fluency in French and English (written and spoken); Arabic is a strong asset.
Technical Skills
- Advanced Excel (pivot tables, Power Query, complex formulas, VBA/macros).
- Proficiency in SQL for data extraction and manipulation.
- Experience with BI visualization tools (Power BI, Tableau, Qlik) for dashboard development.
- Hands-on expertise with at least one enterprise WFM platform (NICE, Verint, Aspect, Genesys WFM, Calabrio, or equivalent).
- Knowledge of Python or R for statistical forecasting (ARIMA, Prophet, machine learning models) is a significant plus.
- Familiarity with contact center telephony ecosystems (Avaya, Genesys, Cisco) and ACD reporting.
Soft Skills
- Strong analytical mindset with attention to detail and data quality obsession.
- Ability to communicate complex analytical findings to non-technical stakeholders clearly and persuasively.
- Proactive problem-solver who thrives in a fast-paced, multi-cultural environment.
- High sense of ownership, reliability, and ability to manage competing priorities under tight deadlines.
- Collaborative team player capable of influencing cross-functional partners.
About AXA Services Morocco
Established in Rabat, AXA Services Morocco serves as a strategic Center of Excellence for the AXA Group's European entities. The site combines deep insurance domain knowledge with cutting-edge digital tools to deliver world-class customer experience. Employees benefit from international exposure, continuous learning programs, and a culture that values innovation, diversity, and professional growth within a global leader in insurance and asset management.