Operations Manager İş İlanları

QUALIFICATIONS AND JOB DESCRIPTION

Mayen provides call center and value-added customer relations services for leading institutions in Turkey and the world.

Among these services; Outsourcing Services such as Customer Services, Customer Experience and Business Insights, Robotic Process Automation (RPA), Digital Training and Development Systems, Social Media Tracking System, Human Analytics, Customer Journey Map, Voice Of The Customer, Human Resources Services, Payroll Services, Accounting and Testing Services are available.

Mayen; with more than 3500 teammates in 12 different locations in Turkey and working-from-home model, we offer services to leading brands both across Turkey and worldwide in 12 different languages, including German, Dutch, Turkish, English, Arabic, Italian, Spanish, Greek, Hebrew, French, Russian, and Bulgarian.

The sectors we currently serve are retail, e-commerce, banking and finance, telecommunications, airline and travel, high tech and IT, media and entertainment, and energy and utility.

The point where big ideas and smart solutions meet to create a perfect customer experience: Mayen!

We succeed together, we have fun together.

We attach importance to open communication.

We are a fun, young and dynamic team.

We value our team.

We provide a safe, inclusive, respectful and fun working environment.

General Qualifications:

Bachelor’s or Master degree in related area
Preferably minimum of 8 years’ experience in Service Management
A minimum of 4 years’ in senior management or executive positions
Native knowledge German, advanced knowledge English
Possessing new generation leadership skills
Giving importance to organizational commitment and organizational goals
Taking initiative and decision making skills
Have a customer-oriented service approach
Experienced in team management
Adaptable to change quickly

*Will work with the remote working method. For this reason, applications can be received from all locations.

Job Description:

Performing regulatory activities within the framework of KPIs,
Following up the KPIs, taking actions in case of problems,
Making the work distribution of the management team (such as SPV – TL) and monitoring their performance,
Giving the necessary feedback to the team under him in certain routines and ensuring that it is given to the sub-teams,
Making and implementing action plans in order to increase efficiency and quality,
Checking the data from the quality team and making action plans at the points where there is a disruption in the service provided to the customer,
Planning the necessary actions for the development of employees at all levels (Supervisor, Team Leader, Agent) and ensuring employee motivation
Ensuring the follow-up of processes and revisions, checking that they are carried out correctly, and continuously improving them,
Ensuring that the targets in the customer contract are met by coordinating the training and quality actions,
Turnover follow-up, planning and implementation of actions to reduce it,
Fulfilling the demands received from the corporate customer,
Analyzing and proactively sharing KPIs and processes that are important for the Corporate Customer,
Organizing regular and periodic development and action meetings with their teams,
Approving the recruitment resource planning determined by the planning teams according to the forecasts sent by the Corporate Customer,
Following the financial results of the project and making action suggestions.

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