Operations Manager İş İlanları

QUALIFICATIONS AND JOB DESCRIPTION

We design, build and deliver next-generation end-to-end CX solutions for many of the world’s most respected digital-native and vertical leading brands. Our comprehensive east-to-west global footprint in 35 countries across five continents, with more than 66,800 team members and 60 languages, allows us to deliver flexible solutions that leverage our expertise in cultural nuance, which we believe to be essential for true excellence in CX. We have deep domain expertise in tech-augmented front to-back-office CX. Additionally, we offer Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a global leader in Content Services, Trust & Safety. We believe the ‘Majorel difference’ to be our culture of entrepreneurship.

As Majorel Türkiye, with more than 3,000 teammates in 7 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.

Our Mission

We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners. We are driven to go further.

Our Vision

Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.

We serve customers across the world through our 66,800+ people based in 31 countries across 5 continents with 60 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.

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 of German
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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