Operations Manager - Call Center

Our international client providing IT and aftersales technical support services as well as call center operations in Turkey. They are looking for someone who will lead the operations for their call center in both Izmir and Istanbul.

Main Purpose of Duty

Ensuring high quality and efficient maintenance of the entire operation in line with objectives and KPIs specified in the customer's contract. He/she is responsible of planning actions when necessary and ensuring their implementation, managing customer requests.

Responsibilities

• Realizing regulatory activities within the scope of KPIs
• Tracking KPIs, taking actions in case of a problem
• Making divisions of labor and ensuring necessary feedback for the teams affiliated to him/her and tracking their performance
• Making action plans in order to increase efficiency and quality
• Inspecting data received from the quality team and making action plans concerning problematic points in the service provided to the customer
• Planning necessary actions and ensuring motivation for development of employees at each position
• Meeting needs of the employees by working in coordination with Training and Quality Departments
• Interpreting and analyzing reports and sharing them with the customers
• Tracking turnover, planning actions to reduce it and ensuring that they are implemented
• Making proactive suggestions
• Holding regular meetings with his/her teams on a weekly and monthly basis
• Approving employment resource planning determined by planning teams in accordance with forecasts sent by the customer
• Inspection of compliance of the work shift plan with the labor law
• Tracking financial results of projects and making suggestions for action.

Skills

• Good level of MS Office knowledge
• Good level of German, English is a plus (knowledge of the relevant foreign language for projects providing service in foreign language)
• Minimum 3-4 years of Call Center Management experience
• Bachelor's degree.

If you are interested in this challenging position we are looking forward to receiving your comprehensive application for ref.no. 62,466 preferably through our ISG career portal or via email. 

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ISG İK DAN, EĞİTİM VE ORG TİC LTD ŞTİ 
Izmir Branch 
Phone: +90 212 367 44 86 
eMail: basvurular@isg.com