Hamza Rouas Email & Phone Number

Rabat, Rabat-Salé-Kénitra, MA

Casablanca-Settat, Morocco

Rabat, Rabat-Salé-Kenitra, Morocco

Rabat, Rabat-Salé-Kénitra, Maroc

Rabat Prefecture, Morocco

- Coaches and trains site management, CS Associates and project teams on continuous improvement concepts and methodologies.- Infuse the continuous improvement approach on the EU CS sites by participating in governance meetings.- Performs quantitative analysis of key process indicators to identify opportunities for process improvement.- Audits completed.

Virtual Location

• People Management:
• Leading and developing a team of 12-15 associates; responsible for the overall direction, performance management, coordination and evaluation of the team.
• Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality at a site level.
• Carrying out supervisory responsibilities in accordance with Amazon.com policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing.
• Leading site level initiatives, primary owner of a functional responsibilities that impact overall site and may require interface with other sites in network.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions.

Rabat

• Content creation – writing Facebook and Twitter posts in the official Amazon page/profile, for positive customer engagements.
• Events and event planning – planning virtual events related to new launches or promotions.
• Customer relations – responsible for customer support – answering questions however they come in (Facebook comment, tweet, DM...) and handling customer escalation.
• Analytics – Provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives.

Rabat

• CS launch readiness and content management.
• Review, edit and create (as necessary) internal- and external-facing documentation while adhering to grammar, style, voice and structure of established Amazon editorial standards.
• Support, liaise and partner with multiple stakeholders to deliver various editorial projects across the business.
• Responsible for writing, publishing and maintaining customer-facing and internal documentation (primarily for the FR Market but also for other EU projects).
• Develop material that effectively communicates information to our Customer Service agents and external audiences.

Rabat

· Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality.· Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams.· Carry.

Rabat