Açıklama:
GENEL NİTELİKLER VE İŞ TANIMI
Job Description:
The Call Center Operation Manager is responsible for the efficient and effective management of daily call center operations. This role acts as a bridge between team leaders and customer service representatives to ensure smooth and goal-oriented operations. The ideal candidate should be customer-focused, analytically minded, and capable of leading and motivating teams.
Key Responsibilities:
• Oversee day-to-day call center operations
• Provide coaching and performance monitoring for team leaders
• Track KPIs such as service quality, response time, and resolution rate
• Manage customer complaints and feedback processes
• Prepare and present operational performance reports to upper management
• Support recruitment, onboarding, and training of new staff
• Contribute to employee engagement and motivation initiatives
• Participate in continuous improvement projects to enhance operational efficiency
Qualifications:
• Bachelor’s degree
• Minimum 5 years of call center experience, including at least 2 years in a team management role
• Strong leadership, communication, and organizational skills
• Proficiency in MS Office and call center software
• Experience in handling multi-channel operations (phone, email, chat, etc.) is a plus
• Analytical mindset with attention to performance metrics and customer satisfaction
•Advanced English proficiency (both written and spoken) is required