A Moroccan union representing workers in the outsourcing sector is warning that the rapid adoption of artificial intelligence and automation could threaten thousands of jobs, urging the government to help workers adapt to the changing labor market.
The National Federation of Call Centers and Offshoring Professions, affiliated with the Moroccan Workers’ Union (UMT), said the sector is at a critical turning point as companies adopt new technologies and foreign markets introduce new regulations.
Federation President Ayoub Saoud told the media that artificial intelligence would affect not only traditional outsourcing jobs but the labor market more broadly.
“We are not against technology. We are calling for it to become a driver of a fair transition so that workers and the sector can benefit from this technological development,” Saoud said.
In a letter to the government, the union called for policies that go beyond protecting existing jobs, saying workers should be supported in moving into new professions as technology changes the sector.
It called for urgent measures to ensure technological transformation supports decent work rather than resulting in widespread job losses or greater employment insecurity.
The federation proposed a national retraining program that would allow workers to acquire new skills before technology-related layoffs occur. It also called for recognized certifications to help workers transition into emerging digital professions.
The union further urged the government to make public support for outsourcing companies conditional on commitments to job protection, worker training and improved working conditions.
The warning comes amid broader concerns about the impact of artificial intelligence on employment in Morocco.
In June, Fatima Ezzahra Batta, a member of the Justice and Development Party’s parliamentary group, said around 4.6 million jobs in Morocco could be affected by the spread of AI technologies by 2030.
According to figures cited by Batta, about 1.5 million jobs could undergo significant changes, while the tasks performed in another 3.1 million jobs could be reshaped. She said around 180,000 new digital jobs could be created over the same period.
The figures suggest that the impact of AI on Morocco’s labor market may be less about outright job elimination than about the transformation of existing occupations and the skills they require.
For the outsourcing sector, which relies heavily on customer service and other tasks that can increasingly be assisted or performed by AI systems, the union is calling for a transition strategy that prepares workers before technological changes translate into job losses.
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