Customer Services Global Operation Senior/Manager

Firma Bilgisi Gizli

RESPONSIBILITIES

Operation management is the key and the most important part of the organization not a one off-event. It needs to be nurtured and grown by talented people who has experimental learn aspiration, create future vision and innovate at pace.

We continually experiment with ways to make our call center operations management and processes more intuitive, simple and enjoyable. And we’re constantly testing and trialling ways to provide one of a kind experience to our customers faster access to digital, simple - and the richest, most rewarding experience.

All you need is the right mind set and the desire to help us create award-winning experiences – we work at place, constantly analyse customer needs and data driven approach, we love ideas and collaborate on agile projects.

This is an exciting role that provides the opportunity to be at the forefront of our emerging operations across Europe and lead Telecom Call Center operation set up & project management with key stakeholders and act as a hub between local partner operations and our global partners. 

Telecom Customer Service Operations management enables to experimental learn, understand customer needs beyond the expectations and let be the challenger & dreamer about new way of doing methods and the game changer at the market.

If you are willing to,

• Create and build sustainable operation management and strategy that will earn the customer loyalty at every contact and be the #1 reason of the choice of the customer  by providing one of a kind service beyond the customer expectations

• Ensure Service Level KPI s (Frequency of Call, First Call Problem Resolution, Average Handling time) of Customer Representatives are achieved. Their training & quality is done and IT problems are solved realtime so that the operation is up and running. 

• Plan, organise, drive and control call center and partner strategy within the scope of the project regarding company’s main priorities and strategy

• Execute operation management at different partners across Turkey and Europe providing customer satisfaction at the call center channel to earn the customer loyalty and enhance the channel KPI’s

• Lead and manage operation team in Turkey and manage stakeholder relationship with Europe

• Liaise with partners and global stakeholders to make decisions for operational support activities and set strategic goals

• Oversight of operation management functions to ensure performance, recruiting and retention goals are achieved. This includes seeking means to continually improve better communications and operation management.

• Build strong relationship with local & global partner to boost operation performance and align partner strategy in line with the company’s strategy and priorities

• Define and set the operational KPIs in accordance with company strategy and budget

• Maintain the focus on quality, end-to-end service experience and balancing the need for new processes & projects and addressing the requirements or issues that have been uncovered

• Create awareness, provide constructive feedback and strategic focus at the company around operational and customer experience and its vital contribution to customer and the company 

• Plan, organise, drive and control customer operations management of the process and the service

• Coordinate and integrate the projects at the call center to earn the customer loyalty related to the customer services’ strategic priorities 

• Feed marketing, IT, data analytics and CX teams with the voice of customer including data driven outputs

• Lead the best practises at the operations and involve for best practices and benchmarks

• Develop and regularly evaluate efficient business processes.

• Promote an inclusive, inspirational and motivational working environment where staff feel valued and comfortable 

• Responsible from E2E project management from onboarding of customer representatives with right skill sets to serve European customers, training them, improving their customer experience KPI performance, ensuring a smooth technical infrastructure for their employee experience

QUALIFICATIONS

• Bachelor's or Master degree, from Business Administration, Industrial Engineering, or equivalent departments of universities

• Advanced level of German and English 

• Minimum 10 years of experience in customer experience, sales or related areas and minimum 3 years experience for team management in managerial positions

• In-depth knowledge of industry, trends and competition

• In-depth knowledge of customer relationship management software and call management systems

• Project Management, Operations and strategy set up experience

• Strong follow-up skills and ability to balance priorities, work under pressure and challenging targets

• Customer focused

• Excellent management, coaching, leadership skills

• Strong sense of responsibility, and coordination and learning abilities

• Enthusiasm and strong self-motivation

• Excellent communication and account relations management skills

• An eye for detail to deliver best customer experience

• Creative thinker and problem solver

• Ability to explain a vision to a cross-functional team

• Ability to understand the value of efforts and confront stakeholders when something is not achievable

• Excellent attention to detail as well as seeing the big picture

• Excellent data interpretation skills

• Ability to source, analyse data and use related tools (Excel, Business Objects)

• Willingness to travel