samir zamzami

Open to opportunities

Senior Team Manager

Senior Team Manager improving customer operations and content moderation through data-driven coaching.

MoroccoSenior Team Manager at Majorel Africa

About

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

Senior Team Manager
Majorel Africa
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.
Team LeadershipContent ModerationPolicy ComplianceKPI TrackingCustomer EscalationWorkforce ManagementCustomer service managementData Driven Decision Making
Co-Founder & Business Manager
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.
Business OperationsSupplier Management

Education

Hassan II University Casablanca
Earned a Bachelor's Degree in Management and Economics at Hassan II University in Casablanca, Morocco, from 2015 to 2018.
Earned a Bachelor's Degree in Management and Economics at Hassan II University in Casablanca, Morocco, from 2015 to 2018.
Unspecified High School
Completed a High School Diploma in Economics in Casablanca, Morocco, from 2014 to 2015.
Completed a High School Diploma in Economics in Casablanca, Morocco, from 2014 to 2015.

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About

Experience

Senior Team Manager

Majorel Africa

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.

Team LeadershipContent ModerationPolicy ComplianceKPI TrackingCustomer EscalationWorkforce ManagementCustomer service managementData Driven Decision Making

Co-Founder & Business Manager

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.

Business OperationsSupplier Management

Education

Hassan II University Casablanca

Earned a Bachelor's Degree in Management and Economics at Hassan II University in Casablanca, Morocco, from 2015 to 2018.

Unspecified High School

Completed a High School Diploma in Economics in Casablanca, Morocco, from 2014 to 2015.