Call Center Operation Manager

M Plus

If the goal is to achieve, you are in the right place...

CMC Turkey, one of Turkey's largest independent outsourcing providers, was founded in 2000 in Istanbul. In January 2020, CMC Turkey became a subsidiary of M+ Group which is a group of companies operating under three pillars BPO, Technology and Consultancy. M+ Group is serving to 260 brands of 58 countries in 29 languages, at 15 different locations in Turkey and Europe, with a total of 8.000 employees. Approximately 6.000 people work for CMC Turkey, the largest member of M+ Group.

CMC Turkey provides its partners with the most appropriate CRM, AI-based robotic process automation projects and solutions, all developed with the state-of-art technology, in R&D Center of CMC. CMC Turkey also ensures 24/7 uninterrupted technical support for all products and services provided. Having managed so many successful “Customer Services”, “Customer Experience”, “Collections Management”, “Social Media” and “Backoffice Management” projects in Turkey for years, CMC continues to lead the industry with a new generation Customer Management and Engagement approach.

General Qualifications:

• Minimum Bachelor's Degree,
• At least 4 years of experience in a managerial position for at least 10 years in the Call Center sector,
• Having experience in team management and effective leadership,
• Experienced in Social Media platform and team management,
• Complaint management,
• Giving importance to internal and external customer satisfaction, solution-oriented, quick and effective decision-making,
• To have analytical and creative thinking ability and problem solving competence,
• To have team development, motivating, strong reporting features.
• Successful in human relations, able to take initiative,
• Able to make fast and correct decisions,
• Solution-oriented, analytical thinking,
• Experienced in team and operation management,
• Experienced in customer relations,
• Having a driver's license
• Proficient in English.

Job Description:

• To manage and develop relations by communicating with corporate customers in order to achieve the profitability targets of the company,
• To ensure that all operational needs are numerically determined, analyzed and necessary actions are taken within the scope of customer experience,
• To ensure coordination with the operations and other relevant departments in order to provide the services required by the contracts in a complete and timely manner,
• To provide the right service and to ensure the continuity of quality by establishing the infrastructure according to its goals and strategies,
• To develop applications that will increase the development of employees by increasing their performance,
• Creating new business areas.