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Marwa Bennani, Call Center Supervisor (Floor Manager

Marwa Bennani

Call Center Supervisor (Floor Manager· CALL TM

Morocco

Bachelor's degree, Business Management

Work experience

Total years of experience: 7 years, 3 months

Call Center Supervisor (Floor Manager

September 2025 - Present

CALL TM

El Jadida, Morocco

September 2025 - Present

- I ensure smooth daily operations and continuous campaign monitoring in direct support of team leaders and management. I handle real-time monitoring of call center activity, report operational issues, and support team leaders in work organization and operational flow. I lead floor activities including briefings, message coordination, and information sharing with agents. I am responsible for quality control through call monitoring, compliance checks, and providing improvement feedback. I track KPIs such as productivity, NRP, quality, and daily targets, and prepare regular reports. I manage urgent situations such as technical issues, absences, and high call volumes, update scripts, sales pitches, and operational tools, and act as a key liaison between management, agents, and partners.

Company industry:
Call Centers & Customer Care Outsourcing

Front Desk Receptionist (Internship)

March 2019 - Present

Ibis Accor

El Jadida, Morocco

March 2019 - Present

I worked at the front desk and handled telephone reception using Opera Cloud, managing reservations and check-in/check-out procedures. I provided excellent customer service, assisted with billing, and performed various administrative support tasks to ensure smooth daily operations and a positive guest experience.

Company industry:
Hospitality & Accomodation

Sales Agent

August 2025 - October 2025

Next Destination

El Jadida, Morocco

August 2025 - October 2025

I worked remotely, providing exceptional customer service to high-profile and international clients, delivering personalized and memorable experiences. I demonstrated strong cultural awareness and adaptability in communication to meet diverse client needs, effectively resolving inquiries, objections, and complex situations with professionalism and empathy. Additionally, I created and filmed professional promotional videos for real estate listings and company marketing campaigns.

Company industry:
Real Estate

Sales Manager Project Manager

May 2023 - July 2025

All Be Call

El Jadida, Morocco

May 2023 - July 2025

- I supervised a team of 10 to 20 call center agents, ensuring consistent performance and operational efficiency. I was responsible for KPI monitoring, lead management, and implementing performance improvement strategies. I also handled project management tasks including partnerships, business targets, and scheduling. In addition, I provided coaching, continuous training, and quality monitoring to maintain high service standards and support team development.

Company industry:
Call Centers & Customer Care Outsourcing

Quality Assurance Supervisor

July 2022 - April 2023

CCG

El Jadida, Morocco

July 2022 - April 2023

conducted call quality monitoring, including listening, scoring, and detailed analysis. I prepared feedback reports and implemented improvement plans to enhance agent performance. Additionally, I monitored customer satisfaction and reported insights to management to support decision-making and service improvement.

Company industry:
Call Centers & Customer Care Outsourcing

Education

Université Chouaïb Doukkali

July 2023

July 2023

Bachelor's degree, Business Management

Morocco

Lycée Ibn Khaldoun

June 2020

June 2020

High school or equivalent, International Physical Sciences Track

Morocco