Head Of COPs Development

* To lead the development of COPs through supporting customer services operational units during the overall transformation programme.
* To conduct all strategic planning and business development activities of Customer Services department, determine short-medium and long term strategies and respective action plans.
* Evaluate and measure the quality of service and individual performance of customer representatives and groups and sites.
* Ensure any technical or project developments effecting the customer service will be contributed by COPs departments.
* Participate to new product/service/campaign and company wide projects for the coordination in COPS.
* Measure, monitor and analyze customer experience (including CDI) for all COPs service channels and contact types (inbound, outbound, written and verbal comm.) in all customers segments.
* Analyze and determine training needs related to career planning and performance management system.

* Experience in Customer Services organisations.
* Leadership roles in operational support groups.
* Fluency in English and Turkish.
* Minimum 4-5 years experience in large Call Centers.
* High Level of Call Center Technology knowledge.
* Project Management experience on Call Center technologies and their implementations.
* Business Minded and change oriented motivation.