Team Leader (Hebrew & Arabic Speaking)

Mayen Telekomünikasyon Hizmetleri A.Ş.

Arvato CRM Turkey, is a service provider leader in value-added Customer Relationship Management services exceeding over 3,000 employees located in 8 locations. We design and implement innovative solutions for clients all over the world. Among these services; customer services, digital call center solutions, analytical solutions, artificial intelligence (AI) and Robotic Process Automation (RPA) solutions are available through all communication channels for CRM. In 2018, Arvato CRM Turkey has been accredited as a R&D Center. It focuses on RPA and data analytics in developing innovative solutions. We serve the largest e-commerce giants of the world, the largest telecommunications brands, Turkey's largest banking and insurance companies, public sector and energy sector leaders.

Expected are:

• Minimum 1 year of experience in Call Center industry (preferably having worked as a Team Leader or Supervisor)
• At least Associate Degree 
• Advanced level of written and verbal Hebrew, Arabic and English
• Very good knowlege of MS Office tools (excel is a must)
• Effective communication skills
• Being a good team player with a cooperative approach
• Result oriented and initiative taking approach
• Strong stress management skills with a resilient approach
• Strong problem solving skills with a proactive approach
• Military service should be completed for the male candidates

Responsibilities are:

• Ensuring that the team work efficiently in compliance with processes and in line with the project and company objectives
• Ensuring motivation
• Encouraging the team to attain the objectives determined and varying on the basis of projects
• Tracking of KPI's
• Tracking the interval-based short time forecast with predefined periods, announcement in common areas whether the objective is reached or not together with reasons
• Turnover tracking
• Tracking of the reports
• Holding feedback discussions
• Following discipline-related processes
• Responding to calls when necessary
• Up-to-date tracking of changes to the operation
• Ensuring business coordination
• Determination of training needed by the team
• Ensuring customer satisfaction