Call Center Plannıng Specıalıst İş İlanı

GENEL NİTELİKLER

If the goal is to achieve, you are in the right place...

CMC Turkey, one of Turkey's largest independent outsourcing providers, was established in 2000 in Istanbul. In January 2020, it became the largest member of M+ Group which is an international corporate group, operating in BPO, Technology and Consultancy. With its 8000 employees M+ Group provides services in 31 languages to 260 institutions, from 58 countries at 15 locations, in Turkey and Europe. The CMC Turkey team consists of about 6000 members.

CMC Turkey, with its CRM and AI-based Robotic Process Automation (RPA) applications developed with the latest technologies in its R&D center, offers solutions tailored to the needs of its customers along with 24/7 uninterrupted technical support. With its successful projects in customer service, customer experience, collection management, social media and back-office management, CMC Turkey continues to lead the sector with its new generation customer management and customer engagement approach.

General Qualifications:

• Bachelor's Degree (Preferably from the economic and administrative or science units of universities),
• Minimum 2 years of planning experience
• Able to keep up with the intense and dynamic work tempo,
• Good knowledge of MS Office,
• Advanced level of English,
• Able to adapt to flexible working hours,
• Male candidates must have completed their military service or postponed for a minimum of 3 years,

Job Description:

• Making adjustments on the relevant program by making observations so that the operations do not remain available, informing the project managers by checking the availability, taking measures to increase efficiency,
• Taking necessary actions on issues such as the quality and insufficiency of data from the project manager,
• Informing the project manager about the new data in case the quality and quantity of the newly uploaded data to the campaign is not appropriate,
• Identifying fraudulent (unrealistic sales, etc.) situations and sharing them with the operation and related units,
• Taking action according to the data status of the operations, the density of the lines and the quality of the data by examining the dialer settings,
• Working in coordination with the software team to create a workflow for a new activity, getting the relevant desktop links, determining the stages, making the necessary workflow and campaign settings,
• To offer solutions for solving existing problems (not calling the engaged number again, calling every phone number of the customer) in the Dialer,
• Assisting the project manager by obtaining the necessary analyzes from Qlikview regarding the access status of the data,
• Making shift plans and making OFF changes according to demands,
• Determining the need for customer representatives by calculating production and customer representative costs,
• Checking and reporting absenteeism,
• Fulfilling requests from corporate customers,
• Making necessary analyzes and sharing them in a timely manner in cases where the targets are not met,
• To share the over break information of the previous months with the operations in the first week of the month,
• To prepare the next month's work plan on the last weekend of the month,
• Creating production loss files for the previous month in the first week of the month,
• Making call/contact forecasts for the following months according to the data in the first week of the month.