Customer Experience Manager

DeFacto Perakende Ticaret Anonim Şirketi

World of added values – DeFacto!

A Happiness Team which care about, solely work for your happiness… In other words +1 happiness!

A healthy life with a permanent sports trainer, fitness center and a quality life consultant… In other words +1 health!

If qualifications and basic functions we are looking for suit you, then come and Join DeFacto, come and bring +1 value to your life as well as ours and let’s Sprint to Future together!

Required Qualifications

• BA Degree in related fields,
• Minimum 5 years of experience in the position of Call Center Executive / Manager
• Managed call center operations in inbound & outbound & complaint management & sales channels,
• Perfect knowlegde of MS Office,
• Good command of technologies specific to the Call Center,
• Quick decision making and analytical thinking skills,
• Having high problem-solving skills and taking initiative,
• A leader who is a team player with strong communication skills.

Main Functions

• Managing the KPI (target) and performance processes of Call Center Backoffice employees,
• Providing regular coaching, training and keeping motivation high for the development of the team and to adopt the goals,
• Ensuring the realization of Call Center KPIs,
• Managing all processes and performance with suppliers such as Outsource Call Center & switchboard company,
• Producing projects to improve the processes for which it is responsible,
• Preparing reports & presentations on all issues for which it is responsible,
• Using actively all checkpoints to keep the service quality at the highest level,
• Coordinating and directing the relevant units in processes affecting the call center,
• Planning to make the inhouse and outsource resources work most efficiently,
• Producing projects that will make a difference by researching and following all sectoral developments related to customer experience channels,
• Adopting the satisfaction of internal and external customers receiving service from the call center,
• Adopting a working and management principle in line with the company's strategy and vision,
• Managing support services provided in all social media accounts in Turkey and abroad,
• Managing NPS processes, ensuring that actions are taken regarding NPS results.