“At Euro-Assurance (Assu 2000), you must always be ready to accept new assignments in order to evolve”

In Tangier as in France, can one, and is it easy to denounce inappropriate behavior on the part of one’s boss or a co-worker? Many BPO hubs (what the Anglo-Saxons call the shared service centers) in the insurance sector, marketplaces or call centers are now located in the Tangier-Tetouan-Al Hoceima region and employ many young women. They are not all treated as at Jacques Bouthier.

Consulate of France in Tangier – We can see Jacques Bouthier

Youssra Ghzaoui, director of switchboard operators at Euro-Assurance, a subsidiary of the Assu 2000 group, renamed Vilavi, spoke a few weeks ago in a corporate interview on recruitment and career development practices within the group. . Given the sordid revelations about the practices of Jacques Bouthier, founder and ex-president of Assu 2000, re-reading this interview is less amusing than wondering about two points: when senior executives, colleagues are they required to report inappropriate practices? The second will question semiologists or communication directors: should the temptation to produce, write and distribute on the internet and on social networks as much “promotional” content to improve SEO/SEA be moderate? Short report in Tangier, which offers more positive examples of companies on the employee experience and what promotes career progression. We talked about it during the Tangier CX Forum which ended on May 16th.

Interview with Youssra Ghzaoui, former switchboard operator at Euro-Assurance

Youssra Ghzaoui joined the VILAVI Group in October 2012 as a switchboard operator at Euro-Assurance. Last February, she was promoted to switchboard trainer. Discover his motivation and his journey.

Can you introduce yourself and tell us about your background?

My name is Youssra Ghzaoui, I joined the VILAVI group on October 15, 2012 as a switchboard operator in the Euro-Assurance subsidiary. In 2018, to broaden my skills, I made my first job change request to join the front office. But I quickly felt that I was not made for the sales department, so I decided to return to the standard.

Since my return, I made an offer to my superiors for the position of trainer and after a year, my former manager, Kaoutar Errouche, offered it to me.

Since February 2022, I have been a trainer for the group’s switchboard operators.

How was the recruitment for this new position?

I had several interviews, but the one with Mohammed Benadda, Director of Recruitment and Training, was different. We were three collaborators to apply. My advantage, I think, was my loyalty to the Group, I am indeed older than the other two people. I remember that Mr. Benadda told me that he would give me an answer within 24 hours. When he came back to me, he told me that his choice had fallen on another person. Leaving his office, all the switchboard operators stood up and applauded me. I then understood that I had been pranked, that I had succeeded and that I was going to become a trainer for switchboard operators.

What is your role as a standard trainer?

Today, my role is to prepare future switchboard operators who join the group. I share with them my experience as well as the basic notions to understand their missions as well as the routing rules of each entity.

Why would you recommend mobility to a colleague?

In the VILAVI group, we never stop learning, so we must always be ready to accept new missions in order to evolve, grow and develop our skills. The training never stops here!

Why did you choose to pursue a career within the VILAVI Group?

It’s fate ! It was a friend of mine who offered me a job at Euro-Assurance. She co-opted me, I thought it was going to last a year maximum but once here, I couldn’t leave. There is a magic thing… Maybe because I consider VILAVI as my real second family. »

A second interview, of the same nature, on the Vilavi site, and dating from the beginning of the year, gives the floor to Soraya Ait-Ouaret (administrative director, PROFIRST Assurances). Extract :

Why would you recommend internal mobility to an employee?

Internal mobility is above all the opportunity to perfect oneself, improve oneself and get out of one’s comfort zone. Internal promotion is part of our group’s DNA and allows you to progress with less apprehension, in complete confidence with the teams. Since I arrived at PROFIRST, Mr. Moumene has always told me that we have the right to make mistakes, this has helped me a lot to evolve and progress. Finally, every mistake gives us the opportunity to learn. »

Remind an employer of its obligations

The question posed by the repeated incidents apparently in the Assu 2000 or Euro-Assurance group is that of the existing possibility for an employee to make it known, anonymously, that he or she is being harassed or that his or her mental health is jeopardized by behavior or organization of work. In France, as explained and confirmed by Benjamin Saviard, director of the firm Icas France, the labor code (article 41-21 according to which “the employer takes the necessary measures to ensure the safety and protect the physical and mental health of workers”) and two articles of the penal code (article 222-33-2, article 222-33-2-2) govern these situations. For any company with more than 20 employees, it is imperative to recall in the internal regulations the provisions of the labor code relating to moral and sexual harassment and sexist acts. The employer thus has “an obligation of safety and risk prevention” vis-à-vis its employees. Occupational medicine, labor inspection, CSE can be seized by employees who are victims of sexual harassment.

In addition, article L1153-5-1 imposes in any company employing at least two hundred and fifty employees the appointment of a referent responsible for guiding, informing and supporting employees in the fight against sexual harassment and sexist acts” without its missions being specified. The legal framework is thus specified, the implementation of a device is left to the good will of the employer. Explanations by Benjamin Saviard: “At best, we set up a process, like a listening line. We impose on the employer what he must do in terms of protection and safety, but we do not specify the tools. The awareness linked to the problems of psychosocial risks has thus led many consulting firms and experts to produce a psychological helpline which has proved to be rather ineffective. This is why Benjamin Saviard recommends an assistance and support program (EAP): “a program that can respond to all problems, from minor deconcentration to much more serious problems, by first covering the employee until to the members of his household, all areas of private and professional life and this makes it possible to respond to management issues and collective dynamics. »

A final question arises, that of the legal framework imposed on companies that have chosen to outsource near-shore. Sexual harassment covers a wide range of situations, from sexist remarks to sexual blackmail. What Jacques Bouthier would have been guilty of, if we are to believe the testimony of a former employee of Euro-Insurance, Nour, delivered on BMFTV this morning.

Al Hoceima, the most beautiful call and telesales center in North Africa? That is to know.

In a few weeks, during an inauguration to which Moroccan officials will be invited, a contact center of the company Myopla, already very present in Tangier and Tetouan, will officially open. Its architecture and the works of art by young artists who decorate the site (the students. From the School of Fine Arts in the city) have already made it known as one of the most contact centers in North Africa. by those who have visited it. All the companies and those who run them in Tangier do not necessarily resemble the founder of 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 the FMES and himself founder of Outsourcia, specifies: “the issue of sexual harassment is taken very seriously in Morocco, especially since universities have been the site of such acts. The destination Morocco is no more lax than France on this subject even if there are no laws yet on the installation of alert procedures. Moreover, convinced of the future of the sector in his native country, Outsourcia has just brought the private equity firm SPE Capital into its fold. SPE Capital is taking over from Afrique Invest and injecting 33 million dollars to carry out this equity investment. Outsourcia, created in 2003, is one of the few independent groups specializing in BPO in Morocco, it has since invested in Madagascar. Euro-Assurance would employ several hundred employees in Tangier via its various subsidiaries, including around 300 in telephone platforms for its various brands, including insurance brokerage.

Photo of one: At the French consulate in Tangier in 2020 – photo taken from the Facebook account of Vilavi Maroc

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