In Tangiers as in France, can one, and is it easy to denounce inappropriate behavior on the part of one’s boss or co-worker? Many axes of BPO (what the Anglo-Saxons call Shared Service CentersIn the insurance sector, there are now markets or call centers in the Tangier-Tetouan-Al Hoceima region and employ many young women. Not all of them are treated the same as in Jack Potheer.
Yousra Ghazzawi, director of console operators at Euro-Assurance, a subsidiary of the Assu 2000 group, which has been renamed Vilavi, spoke a few weeks ago in an interview with the company about recruitment and career development practices within the group. Given the sordid revelations about the practices of Jacques Pouthier, founder and former president of Assu 2000, re-reading this interview is less amusing than asking two points: When are CEOs, colleagues required to report inappropriate practices? The second will pose questions to biologists or communication managers: Should the temptation to produce, write and distribute “promotional” content on the Internet and on social networks as much as “promotional” content to improve SEO/SEA be moderate? Tangiers short report, providing more positive corporate examples of employee experience and what promotes career advancement. We talked about it during the Tangiers Trade Forum, which concluded on May 16th.
Interview with Yousra Ghazzawi, former keyboard operator at Euro-Assurance
” Yousra Ghazzawi joined the VILAVI group in October 2012 as a keyboard operator at Euro-Assurance. This past February, she was promoted to a keyboard trainer. Find out his motives and his journey.
Can you introduce yourself and tell us about your background?
My name is Yousra Ghazzawi, I joined the VILAVI group on 15 October 2012 as a switchboard operator in the subsidiary Euro-Assurance. In 2018, to expand my skills, I submitted my first job change request to join the front office. But soon I felt that I was not an expert in the sales department, so I decided to return to the standard.
Since my return, I have made an offer to my superiors for a coaching position and a year later, my former manager Kawthar Al-Rouche offered it to me.
Since February 2022, I have been a trainer for the group’s console operators.
How was the recruitment for this new position?
I did several interviews, but the interview with Mohamed Bin Uda, the director of recruitment and training, was different. We were three collaborators to place the order. I guess my advantage was my loyalty to the group, I’m already much older than the other two. I remember Mr. Ben Aad told me he would give me an answer within 24 hours. When he came back to me, he told me that his choice fell on someone else’s. Leaving his desk, all the keyboard operators stood up and applauded me. Then I understood that I had been pranked and that I had succeeded and that I was going to be a keyboard operator trainer.
What is your role as a standard coach?
My role today is to prepare the future switchboard operators who join the group. I share with them my experience as well as the basic concepts for understanding their missions as well as the guiding rules for each entity.
Why would you advise your colleague to move?
In the VILAVI group, we never stop learning, so we must always be ready to accept new tasks in order to develop, grow and develop our skills. Training doesn’t stop here!
Why did you choose to pursue a career in the VILAVI group?
It’s fate! It was my friend who offered me a job at Euro-Assurance. She chose me, I thought it would last a year max but once here, I couldn’t leave. There is something magical…maybe because I consider Villavie my second true family. »
A second interview, of the same nature, on the Filavi website, from the beginning of the year, gives the floor to Soraya Ait Ouarit (Managing Director, PROFIRST Assurances). Extract:
” Why would you advise an employee to move internally?
Inner mobility is above all an opportunity for self-mastery, self-improvement, and to step out of one’s comfort zone. Internal promotion is part of our group’s DNA and allows you to apply with minimal fears, with complete confidence with the teams. Since my arrival at PROFIRST, Mr. Momen has always told me that we have the right to make mistakes, and that has helped me a lot to develop and progress. Finally, every mistake gives us a chance to learn. »
Remind the employer of his obligations
The question posed by seemingly frequent incidents in the Assu 2000 or Euro-Assurance group is the question regarding the employee’s current ability to declare, anonymously, that he is being harassed or that his mental health is at risk due to the conduct or organization of work. In France, as explained and confirmed by Benjamin Savier, Director of Icas France, the Labor Code (Article 41-21 according to which “the employer shall take the necessary measures to ensure the safety of workers and to protect the physical and mental health of workers”) and two articles of the Penal Code (Article 222-33-2 Article 222-33-2-2) governs these cases. For any company with more than 20 employees, it is necessary to mention in the bylaws the provisions of the Labor Code relating to moral and sexual harassment and sexual acts. Thus, the employer has a “safety and risk prevention obligation” towards its employees. Occupational medicine, labor inspection, and CSE can be taken over by employees who are victims of sexual harassment.
In addition, Article L1153-5-1 requires any company that employs at least two hundred and fifty employees to appoint a consultant responsible for guiding, informing, and supporting employees in combating sexual harassment and acts of sexism” without specifying its functions. Thus the legal framework is established, leaving the implementation of The device for the goodwill of the employer.Explanations of Benjamin Saviar: “At best, we have prepared a process, such as a listening line. We charge the business owner what they have to do in terms of protection and security, but we don’t specify the tools. Thus, the awareness associated with the problems of psychosocial risks has led many consulting firms and experts to produce a psychological help line that has been shown to be somewhat ineffective. That’s why Benjamin Saviard recommends the Help and Support Program (EAP): “A program that can respond to all problems, from slight lack of focus to more serious problems, by covering the employee first up to his family members, all areas of private and professional life and this makes it possible to respond to management issues and collective dynamics.”
One last question arises, which is the legal framework imposed on companies that have chosen to outsource near the beach. Sexual harassment covers a wide range of situations, from sexual remarks to sexual blackmail. What would Jacques Bouthier’s guilt have been, if we believe the testimony of Noor, a former Euro-Insurance employee, on BMFTV this morning.
Al Hoceima is the most beautiful call center and phone sale in North Africa? This is to know.
In a few weeks, during the opening ceremony to which Moroccan officials will be invited, the Myopla call center, already located in Tangiers and Tetouan, will be officially inaugurated. The architecture and artwork of the young artists who decorated the site (students. from the city’s École des Beaux-Arts) have already made it known as one of the most important centers of communication in North Africa. by those who visited it. All the companies and those who run them in Tangiers do not necessarily look like the founder of the Assu 2000. We saw this when we met them at the first Tangier CX forum (see the latter’s programme). As Youssef Chraibi, President of FMES and founder of Outsourcia himself explains: “The issue of sexual harassment is taken very seriously in Morocco, especially since universities have been the site of such acts. The destination of Morocco is no more lenient than France on this subject even if there are no laws yet On installing warning measures.Convinced of the future of the sector in its home country, Outsourcia has just brought in the private equity firm SPE Capital.SPE Capital acquires Afrique Invest and injects $33 million to carry out this equity investment.Outsourcia was founded in 2003, is one of the independent groups The few that specialize in outsourcing businesses in Morocco and have since invested in Madagascar.Euro-Assurance will employ several hundred employees in Tangiers across its various subsidiaries, including around 300 in phone platforms for its various brands, including insurance brokerage .
One photo: At the French consulate in Tangiers in 2020 – Photo taken from Filavi Morocco’s Facebook account