English Speaking Call Center Operations Manager İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
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 10000 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 6500 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:
- Minimum Bachelor's Degree,
- Advanced in English
- Minimum 4 years of sector and 2 years of Operations Manager experience,
- Following the technology closely,
- Able to use MS Office programs effectively,
- Experience in team and operation management,
- Male candidates must have completed military service,
Job Description:
- Ensuring that the reports of the project are made by the relevant departments, checking the customer in the promised periods and ensuring that they are delivered without errors,
- Performing routine analysis of customer data, generating alarms to customers when necessary, congruencing monthly or annual data, performing capacity analysis,
- Following the results of corporate customer satisfaction surveys and taking actions,
- Participating with the manager in the meetings held with the customer at specified periods,
- Performing voice recording controls of calls,
- To determine the personnel needs due to reasons such as growth and increase in calls and present them to the senior management,
- Participating in recruitment interviews when deemed necessary,
- To carry out activities to increase employee loyalty,
- To provide solutions to the operational and customer side problems in the projects without losing time and to inform the manager about the details of the problem,
- Organizing meetings with team leaders at specified periods, getting information about project performances, quality targets, customer representative performance, etc., and conveying information from senior management,
- To prepare reports on the project objectives such as income/expenses, productivity, corporate customer demands and needs, and organizational needs and to convey information to the manager to whom he/she is affiliated,
- To meet the operational demands from the customer, to ensure the continuity of the operation call flow, to communicate with the relevant departments and corporate customers in case of problems,
- Controlling monthly invoices, reconciling invoices with the customer and monitoring the invoice process,
- Making monthly and annual performance meetings with his team leaders and contributing to their development,
- To follow up the trainings of Team Leaders and Customer Representatives, to plan training when necessary,
- Checking and approving the monthly salary and MBO of customer representatives and team leaders,
- To follow the annual leave of own teams.
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