Resource Planning and Control Manager İş İlanı
İşveren Hakkında
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 (Engineering, Statistics etc.)
- Have advanced knowledge of English
- Experienced in team management minimum 5 years
- Call Center experience is a plus
- Experienced in corporate customer relationship management
- Ability to manage projects from an operational and financial efficiency perspective
- 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
- Adaptable to change quickly
- Following up the team that creates the shift plan according to the general call density estimations,
- Execution of the monthly invoicing process,
- Preparation of weekly, monthly and annual budget plan,
- Control and analysis of the prepared shift plan,
- Controlling the monthly capacity plans prepared,
- Taking actions related to team development, conducting studies and being involved in projects,
- Medium and long-term resource planning,
- Tracking operational costs such as transportation and meals,
- Digitizing planning workflows,
- Ensuring and monitoring the correct use of resources,
- Controlling the efficiency of the operation and generating alarms for the operation,
- Providing proactive solution suggestions that will affect financial profitability,
- Completion and follow-up of equalization, overtime tracking and missing times,
- Seat planning, capacity and resource planning.
