Customer Experience Performance Manager

Majorel Türkiye

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 31 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.

Job Description

• Collaborates with all internal stakeholders at Majorel and COPC Inc., by conducting internal audits and providing training and development support to ensure expected operational and customer quality standards.
• Manages the COPC implementation plan for Uber and Shein programs.
• Performs audits to identify variances between existing processes and targeted COPC requirements.
• Provides relevant and necessary information and training to all stakeholder teams during the implementation phase.
• Supports countries to review their current COPC processes in order to provide effective, quality and lean service.
• Creates an implementation plan for areas that need improvement.
• Provides advice and guidance in the COPC implementation process.
• Identifies challenges in COPC processes by analyzing data and metrics.
• Creates and delivers multiple learning solutions that support the implementation of the COPC structure for relevant stakeholders globally.
• Coordinates external training on COPC with COPC Inc.
• Participates in internal audit plans that include the COPC.
• Global COPC (Operational Standards) manages all activities related to Center platforms (MS Teams, SharePoint and Mail).
• Creates lean processes with a 6 sigma perspective.

General Qualifications

• Bachelor’s Degree
• Have advanced knowledge of English, preferably have knowledge of German language
• Minimum 12 years of overall experience
• Minimum 2 years of experience in the COPC implementation with successful COPC certification
• COPC CX performance leader - minimum to release 7.0.
• Have six sigma green belt
• Able to use MS Office
• Excellent communication and interpersonal skills
• Strategic and creative thinking
• Presentation skills
• Leadership skills
• Analyzes Information
• Excellent problem solving