Call Center Operation Manager

Job Title:

Call Center Operation Manager

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

About Us:

As a leading brand in call center industry, Concentrix designs and manages human-centric customer experiences in today’s digital world. With over 400,000 employees across 60 countries, Concentrix continues to make a significant impact in customer service management and experience in Turkey, operating in seven cities, including Istanbul, Izmir, Ankara, and Van, with more than 17,000 employees.

Qualifications

• Minimum Associate’s Degree graduate

  
  

• At least 2 years of experience in team management

  
  

• Strong leadership and communication skills

  
  

• Advanced English speaking and writing skills

  
  

• Proficiency in MS Office applications

  
  

Job Description

• Monitor and guide the team based on daily, weekly, and monthly targets

  
  

• Analyze performance results and identify areas for improvement, taking necessary actions

  
  

• Understand the priorities of the assigned task pool and manage the team accordingly

  
  

• Ensure and track operational KPI performance

  
  

• Complete customer requests within the given timeframe

  
  

• Collaborate with business partners and take responsibility for operations as required

  
  

• Conduct field visits to monitor customer satisfaction and service quality

  
  

Location:

TUR - ANKARAMERKEZ2 - KIZILIRMAK MAH. DUMLUPINAR BULV. N: 9/A CANKAYA / ANKARA

Language Requirements:

English (Required)

Time Type:

Full time2025-01-21

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