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Youssef RICHAOUI, Workforce Management Specialist

Youssef RICHAOUI

Workforce Management Specialist·Teleperformance

Morocco

Bachelor's degree, linguistics

Work experience

Total years of experience: 7 years, 6 months

Workforce Management Specialist

January 2021 - Present

Teleperformance

Casablanca, Morocco

January 2021 - Present

Monitor and optimize real-time performance to drive efficiency.
Provide insights through data-driven reports supporting strategic
decisions.
Collaborate and innovate with teams to refine processes and adopt
newtools
Company industry:
Call Centers & Customer Care Outsourcing

Call Centre Quality Analyst

January 2020 - January 2021

Teleperformance

Casablanca, Morocco

January 2020 - January 2021

Ensured quality by monitoring standards and organizing calibration
sessions.
Supported growth through coaching, follow-up, and training
newcomers.
Enhanced consistency byaligning practices across teams.
Company industry:
Call Centers & Customer Care Outsourcing

Computer/Network technician

January 2017 - January 2018

SODIVEXA

Casablanca, Morocco

January 2017 - January 2018

Maintained systems by installing, configuring, and troubleshooting
hardware and software.
Ensured reliability through network monitoring, diagnostics, and
performance optimization.
Supported userswith technical training, and issue resolution.
Company industry:
Installation & Technical Services

Education

FLSH Mohammedia

January 2018

January 2018

Bachelor's degree, linguistics

Morocco

ISTA Sidi bernoussi

January 2017

January 2017

Diploma, Computer Networks

Morocco

Skills

ANALYTICS
Intermediate
ANALYTICS
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
CRITICAL THINKING
Intermediate
CRITICAL THINKING
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
ORGANIZATIONAL SKILLS
Intermediate
ORGANIZATIONAL SKILLS
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate

Languages

Arabic

Beginner

English

Beginner

French

Beginner