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Hello! I'm Brahim Maji, a dedicated team manager with a passion for building high-performing call center teams. I focus on clear communication, empathy, and practical training to empower agents and deliver exceptional customer service. In my recent roles, I have led onboarding programs, analyzed performance metrics, and partnered with stakeholders to improve processes. I thrive in fast-paced environments and enjoy mentoring colleagues to reach their full potential.…Hello! I'm Brahim Maji, a dedicated team manager with a passion for building high-performing call center teams. I focus on clear communication, empathy, and practical training to empower agents and deliver exceptional customer service. In my recent roles, I have led onboarding programs, analyzed performance metrics, and partnered with stakeholders to improve processes. I thrive in fast-paced environments and enjoy mentoring colleagues to reach their full potential.

Brahim Majiin

Production Manager, Content Creator, Content Producer, +1

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Hello! I'm Brahim Maji, a dedicated team manager with a passion for building high-performing call center teams. I focus on clear communication, empathy, and practical training to empower agents and deliver exceptional customer service. In my recent roles, I have led onboarding programs, analyzed performance metrics, and partnered with stakeholders to improve processes. I thrive in fast-paced environments and enjoy mentoring colleagues to reach their full potential.…Hello! I'm Brahim Maji, a dedicated team manager with a passion for building high-performing call center teams. I focus on clear communication, empathy, and practical training to empower agents and deliver exceptional customer service. In my recent roles, I have led onboarding programs, analyzed performance metrics, and partnered with stakeholders to improve processes. I thrive in fast-paced environments and enjoy mentoring colleagues to reach their full potential.

Available to hire

Hello! I’m Brahim Maji, a dedicated team manager with a passion for building high-performing call center teams. I focus on clear communication, empathy, and practical training to empower agents and deliver exceptional customer service.

In my recent roles, I have led onboarding programs, analyzed performance metrics, and partnered with stakeholders to improve processes. I thrive in fast-paced environments and enjoy mentoring colleagues to reach their full potential.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

French

Advanced

Work Experience

Team Manager at Glovo (Call Center)

January 1, 2025 - October 1, 2025

Led a team of call center representatives in providing exceptional customer service and support. Developed and implemented training programs to onboard new team members and enhance staff skills. Analyzed call center metrics and performance data; generated reports and statistics; implemented strategies to boost efficiency and productivity. Managed agent performance to meet KPIs (quality, productivity, resolution time).

Senior Coach at TELCIA Morocco

January 1, 2020 - January 1, 2025

Handled escalated customer inquiries and complaints with professionalism and empathy, achieving a 95% resolution rate. Provided mentorship and guidance to new customer service representatives to help them achieve proficiency in their roles. Assisted in development of new customer service policies and procedures to improve overall efficiency and customer satisfaction. Conducted training sessions for team members on new products, services, and technologies.

Team Manager at TELCIA Morocco

January 1, 2025 - October 1, 2025

Lead a team of call center representatives in providing exceptional customer service and support. Develop and implement training programs to onboard new team members and enhance the skills of existing staff. Analyze call center metrics and performance data to identify areas for improvement and implement strategies to increase efficiency and customer satisfaction. Foster a positive and collaborative work environment to boost morale and reduce turnover rates. Present customer service achievements to stakeholders (GLOVO). Manage agent performance to ensure achievement of KPIs (quality, productivity, resolution time…). Oversee and drive performance management for all agents. Coach, develop, and mentor customer service agents, fostering an environment of growth and empowerment. Continuously assess and enhance team's skills in collaboration with the learning department. Work proactively to achieve key performance indicators. Generate reports and statistics as required by the client.